Customer Service Representatives (2)

Are you a CS Superstar?
We need you!

Wicked Weasel (WW), a world leader in sexy, high quality bikinis, outer-wear, lingerie and active-wear and Australia’s very first online retailer is on the search for CS Superstar to join its team.

We need experienced Customer Service Representatives with excellent English communication skills and demonstrated initiative, common sense and sound ability to make judgement calls on customer queries, capable of handling issues with the utmost care within a quick turnaround time, provide accurate product and service information and resolve complex problems efficiently.

The CSR is responsible for responding promptly within our dedicated Service Levels to customer queries through various channels and processing back-end tasks, i.e., orders, forms, returns, exchanges, etc.

The CSR serves as the product experts capable of answering the questions our customers may ask. Staying up to date with release schedules, product innovations, sizing details and more . . .

Reporting to the CS Team Leader or Manager, this role will work closely with the Fulfilment team and are expected to:

Maintain a positive, empathetic, and professional attitude toward customers at all times by ‘reading’ them and using positive language.
Respond promptly to customer queries and communicate through various channels, i.e. email, live chat, phone.
Acknowledge and resolve customer complaints and escalate them to the CS Team Leader when necessary.
Know our products thoroughly and always keep up to date with new releases.
Process orders, returns and any other back-end tasks.
Communicate and coordinate with colleagues as necessary.
Follow the instructions given by the CS Team Leaders and Manager, and ask questions when instructions are not clear.
Manage time efficiently between tasks.

Skills, Qualifications, Experience and Character Requirements you are required to have

Bachelor’s Degree and/or 3 years of proven customer support experience with a track record of consistently achieving quota.
Familiar with CRM systems and practices.
Use of Gmail and Google Tools is a bonus but not required.
Customer orientation and ability to adapt/respond to different types of characters.
Excellent English written and verbal communication skills.
Ability to multitask, prioritise and manage time effectively.
Consistency, efficiency and reliability.
Patience, problem solving and resolving conflict skills.
Team work.

Language and Experience in the following systems is highly desirable

WooCommerce, Shopify, Kentico or similar online store admin
Any cloud-based Helpdesk system
Chargebee, Braintree, PayPal, Stripe or similar payment systems
Any experience in online communities or forums, Image sharing sites, chat systems and social networks
Gmail or similar email service
Microsoft Office or Google business suite, particularly Excel / Sheets
Slack and other productivity tools.
Spanish or German language is desirable but not essential

In return for your exceptional skills and attributes, you will be given
An attractive salary / wage package
Friendly team of Australian & Filipino workers who love the company
Focused training and prompt support from your superiors so you can achieve the results we require
An opportunity to become a greater part of a phenomenal business on a massive growth trajectory

Technical Requirements
Any modern desktop or laptop computer with a high resolution screen
Fast, reliable internet and backup system in place

Work Schedule/ Location:

This position requires a 5-day work week with 40hpw. The work schedule is on rotational shifts on 24 hours of any of the 7 days of the week.
The work done in the time frame from 10pm to 6am will be eligible for the extra night differential.

You must also be flexible to work on call.

The 2 days off could be weekdays or weekends.