Customer Service Representative

TWCS

本帖发布于 澳大利亚
                本帖最后由 TWCS 于 2014-1-20 20:49 编辑
Who we are and what we do
We are an Auburn-based e-commerce company that specialises in consumer electronics. Our products range from niche products such as replacement projector and rear-projection television lamps, to consumer products such as electronics and sporting goods.
Our company consists of a small, tight-knit team that collaborates together in all facets of our operations. You will have the opportunity to witness first-hand how an online company operates in today’s always changing business environment.
Who we’re looking for
We’re seeking a Customer Service Representative that has prior retail experience in providing excellent customer service, you will possess these qualities:
- Currently  studying towards a diploma or undergraduate degree in a business-related discipline  (no prior completed degree necessary)
- Able to work independently and as part of a team
- Excellent written and spoken English
- Able to learn our processes and the products that we sell quickly
- Able to learn basic principles of consumer and business rights eg. Finding the relevant content on Australian Consumer Law (ACL) and Australian Competition and Consumer Commission (ACCC). Hopefully you will have some exposure to this already from your prior retail experience.
- Good computer and internet literacy (know your way around Windows, Office, and various web browsers, you won’t be asked to do anything too technical)
- Polite and friendly attitude towards customers of varying backgrounds and level of internet  literacy
- Ability to remain calm and friendly, especially when under pressure from demanding customers
- Know appropriate situations where a matter should be escalated to other staff members
Your duties & responsibilities
Your responsibilities on a daily basis consist of (but not limited to):
- Attending to customer enquiries via a variety of channels, such as:
- Telephone
- Email
- Our websites, and;
- Our social media channels
- Provide assistance to customers in an appropriate and timely fashion, eg. tasks such as:
- Guiding customers through the online ordering process
- Attend to payment matters such as refunds
- Attend to after-sales matters such as warranty claims or support enquiries
- Your ability to take ownership of customer cases is paramount; you will be expected to be the single point of contact for a customer no matter what their enquiries or issues are.
Desirable but not essential
Experience or exposure to the following is highly regarded:
- Experience in an e-commerce environment (in the capacity of an employee)
- Exposure to the basic process of buying or selling a product online  (if you’ve ever purchased  something online, we want to hear about your experience)
If you think this something that you’re interested in, please email us (twcs@ozemail.com.au) your resume and a cover letter (1-2 pages) addressing the aforementioned requirements, please note all applications not meeting these requirements will be rejected, we are only accepting applications via email and shortlisted candidates will be contacted via email. We can offer flexible hours and students who have a student visa are encouraged to apply.
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rogerzhou

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