Customer Service Specialist

October 26

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VirtualStaff365

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Virtual Assistants • Outsourcing • Offshoring • Virtual Staff • BPO

51 - 200

Description

• Our client is Australia’s largest provider of aesthetic and medical-grade technology. • They deliver cutting-edge treatment technology, skincare, accessories, and business support to over 4,500 stockists across Australia, New Zealand, and beyond. • They are now looking to hire a Customer Service Specialist to provide 5-star support to customers. • Handle client inquiries via phone, email, and social media with professionalism. • Maintain accurate client interaction records using CRM systems like HighRise. • Support the sales team by managing leads and completing sales-related tasks. • Provide clear communication and follow-up to ensure client satisfaction. • Attend weekly team meetings and training sessions to enhance service quality. • Acknowledge client enquiries via email promptly if they can’t be actioned immediately. • Provide basic information on services, equipment, and policies, and refer enquiries to the relevant department. • Escalate urgent client support tasks via WhatsApp, ensuring responses within 10 minutes. • Resolve client conflicts, ensuring effective solutions and continuous follow-up. • Monitor enquiry trends and collaborate with departments to develop solutions. • Process and manage leads, including assigning new deals in the CRM. • Manage invoices, consumable orders, and client information updates. • Assist in maintaining a high standard of client support and satisfaction. • Ensure client information is up-to-date and manage email subscriptions. • Have a thorough understanding of departmental practices to effectively filter and forward enquiries.

Requirements

• Experience in customer support or sales aftercare (essential). • Experience using CRM systems (preferably HighRise). • Knowledge of customer service principles, with strong communication and organisational skills. • Previous experience in the beauty therapy industry (preferred). • Proficiency in Microsoft Office and various communication tools (WhatsApp, Monday, Easy Insights). • Ability to build rapport with clients, and work independently, and within a team. • Must be self-motivated, task-focused, and able to meet deadlines. • Willingness to work weekends (every Sunday, 3 hours). • A commitment to delivering exceptional customer service, aligned with the company's mission to "Make People Feel Wonderful."

Benefits

• Permanent work-from-home set-up • Dayshift (Australian business hours) • Full-time job • HMO • Paid leave • Christmas Bonus