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Customer Service Representative
Customer Support Representative Job Summary: We are looking for a customer-focused and reliable Customer Support Representative to assist customers with their questions, concerns, and service needs. The role involves providing accurate information, resolving issues, and ensuring a positive customer experience through professional and timely assistance. Key Responsibilities: * Handle customer inquiries through phone, email, chat, or other communication channels. * Provide accurate information about products, services, accounts, and processes. * Resolve customer concerns and complaints in a professional and timely manner. * Assist with account updates, billing concerns, orders, requests, and service-related issues. * Document customer interactions and update account information accurately. * Follow company policies, procedures, and quality standards. * Escalate complex or unresolved concerns to the appropriate team. * Meet established productivity, quality, attendance, and customer satisfaction goals. * Maintain a professional and customer-focused approach in every interaction.
DAYSHIFT CSR • OPEN TO FRESH GRADS • LOCAL ACCOUNT
ESSENTIAL JOB FUNCTIONS - Assist customers via phone, email, and chat with product questions, orders, delivery updates, and general concerns. - Accurately log all customer interactions in the CRM (customer relationship management) system for proper documentation. - Efficiently and effectively identify concerns and provide the necessary solutions where applicable. - Coordinate with several branches and departments to resolve customer concerns and/or requests. - Ensure pending concerns are attended to in a timely manner and escalate as needed.
Special Teams Coordinator
Are you highly organized, proactive, and passionate about keeping projects and teams running smoothly? Join our growing team as a Special Teams Coordinator and play a key role in supporting operations, coordinating tasks, and ensuring projects stay on track.
Travel CSR (For Pooling)
Job Description: The Travel Customer Support Representative provides written customer support for a fast-paced Australian travel and experiences business. The role manages customer enquiries, refunds, cancellations, booking modifications, complaints, and supplier follow-ups through primarily HubSpot and WhatsApp. The position is non-voice, with all customer communication handled in writing. The role requires strong travel/OTA customer service experience, excellent written English, high attention to detail, and the ability to manage a high-volume ticket queue while consistently following established processes. As the client continues to build its Customer Service function, the role also includes documenting processes and contributing to the development of the team's knowledge base and SOPs. Responsibilities: Customer Support & Ticket Management - Monitor, triage, categorise, and prioritise incoming customer enquiries. - Manage customer requests through HubSpot and written communication channels. - Respond professionally and accurately to customer enquiries and follow-ups. - Maintain clear ticket notes, records, and status updates. - Own customer requests through to resolution and escalate matters outside the approved process. Refunds & Cancellations - Process customer refund requests in accordance with approved procedures and booking terms. - Verify supplier cancellation status and relevant payment or booking details. - Manage supplier-initiated cancellations and communicate available options to customers. - Coordinate refunds or rebooking where required. - Maintain accurate records and close tickets only once the required action is completed. Booking Changes & Travel Support - Manage customer requests to modify dates, accommodation, activities, and itineraries. - Check booking and supplier information to determine whether requested changes are possible. - Coordinate with the relevant sales or operational team when a new booking or specialist assistance is required. - Update customer and booking records accurately in HubSpot and relevant travel systems. - Follow established procedures when handling non-standard booking requests. Complaints & Supplier Communication - Handle Tier 1 customer complaints by acknowledging concerns, gathering relevant information, and applying approved processes. - Escalate complex complaints or matters requiring commercial judgement to the onshore Customer Service Manager. - Communicate with suppliers regarding cancellations, booking issues, billing discrepancies, and missing information. - Follow up outstanding supplier responses required to resolve customer tickets. - Maintain professional and appropriate written communication with customers and suppliers. WhatsApp & Queue Triage - Monitor inbound WhatsApp enquiries through the company's automation platform. - Categorise and route enquiries to the appropriate queue or specialist. - Act as a first responder for routine enquiries and provide accurate written assistance where appropriate. - Monitor outstanding conversations and ensure enquiries are progressed. - Escalate complex or non-standard matters to the appropriate team member. SOP & Knowledge Base Development - Record and document processes covered during training and onboarding. - Convert training and process information into clear, practical SOPs. - Maintain and upload relevant documentation to the team knowledge base. - Identify recurring customer enquiries and opportunities for process improvement. - Contribute to building a consistent Customer Service playbook as the department develops. Reporting & Team Collaboration - Maintain accurate customer, booking, and ticket records. - Manage assigned ticket queues within required service levels and priorities. - Communicate effectively with the onshore Customer Service Manager and other internal teams. - Provide clear written summaries when escalating customer or operational issues. - Support the onboarding and knowledge transfer of future Customer Service team members when required. Key Performance Indicators (KPIs): - Accurate and timely handling of customer tickets. - Consistent adherence to approved SOPs and escalation procedures. - Customer enquiries and tickets progressed through to resolution. - Accuracy of refund, cancellation, and booking-change processing. - Quality and professionalism of written customer communication. - Effective management of high-volume ticket queues. - Timely supplier follow-up and internal escalation. - Contribution to SOP and knowledge-base development. Working Relationships: The Travel Customer Support Representative will work closely with: Internal - Onshore Customer Service Manager - Other offshore Customer Support Representatives - Sales and Operations teams - Travel and activity suppliers - ProSource Account/Operations Manager External - Customers - Online Travel Agents (OTAs) - Wholesalers and Inbound Agents - Accommodation Providers - Tour Guides and Drivers - Third-Party Suppliers
Customer Service Representative • Day Shift • HMO & Incentives
WHAT YOU’LL DO: - Assist customers via phone, email, and chat with product questions, orders, delivery updates, and general concerns (75% chat support). - Provide helpful, respectful, and solutions-focused customer support. - Accurately document customer interactions in our system. - Coordinate with internal teams to help resolve customer requests. - Follow up on pending concerns to ensure customers are assisted properly.