Trust The Process - Outsourcing and CRM Solutions

WHAT WILL A CUSTOMER SERVICE REPRESENTATIVE DO FOR YOU?

Core responsibilities & Deliverables

Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Communicating with customers through various channels like; email, phone, and social media DMs.
Acknowledging and resolving customer complaints.
Escalating serious complaints
Knowing our products inside and out so that you can answer questions.
Processing orders, bookings, scheduling, forms, applications, and requests.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues to ensure the customer experience is easy and effective.
Providing feedback on the efficiency of the customer service process.
Keeping customer data up to date (phone number, email, website)

Skills and Knowledge

Proven experience in customer service, sales, CRM management, and administrative tasks.
Excellent written and oral English communication abilities
Has a can-do attitude, is honest, and dependable
Highly attentive to details, organized, efficient, and can work under minimal supervision
Can work during Australian business hours
Has a distraction-free professional workspace

Technology & Software Platforms

A modern computer and good internet connection.
Experience or familiarity with the following software (or similar):
- Project Management Tool (Monday.com, Asana)
- Calendar app - Calendly, Google Calendar, etc. any kind of scheduling tool for booking a meeting
- CRM tools such as HubSpot or Salesforce - for data entry, management, and clean-up of contacts
- Virtual Phone - could be external or integrated into your current CRM - for inbound and outbound calls
- Email and document suite (Google Workspace, Office 365)
- Social Platforms (Facebook, Instagram, LinkedIn)