客户支持专员
Customer Support Specialist
我们的客户是澳大利亚领先的高品质育婴和婴儿用品进口商和分销商。他们通过电子商务商店、独立经销商和行业展会，向澳大利亚的消费者和零售合作伙伴提供高端婴儿车、旅行系统和配件。作为一家快速发展的家族企业，他们致力于运营卓越、清晰沟通和出色的客户服务。
现在他们正在招聘一名客户服务专员，为消费者和零售合作伙伴提供多渠道的响应式端到端支持。该职位在提升客户满意度、高效解决订单和保修咨询以及确保内部团队、仓库和经销商之间的顺畅运作方面起着关键作用。
职位职责
客户服务与咨询
- 通过电话、电子邮件、在线聊天和消息渠道提供热情、及时的客户和零售商支持
- 准确且细致地回答产品、订单、配送、保修和故障排除相关问题
- 以耐心、谨慎和同理心处理复杂或敏感的客户情况
- 在适当的接触点请求客户反馈和评价，以支持服务卓越
订单与库存操作
- 主动跟踪客户订单和缺货情况，提供准确的库存可用性和预计送达时间更新
- 在帮助台平台中详细记录所有互动，确保完整的案件历史记录
- 积极管理案件解决，以减少逾期或未分配的客户工单
利益相关者协调
- 与当地运营、仓库员工和货运供应商联系，解决运输和配送问题
- 为独立零售经销商提供专门的支持和问题解决
流程与质量改进
- 维护内部知识库、常见问题解答、回复模板和程序笔记
- 识别重复出现的产品或服务问题，并提出实际的流程改进建议
- 使用批准的AI工具协助撰写非敏感的客户沟通和文档
任职要求
- 至少2年客户服务、电子商务支持或订单管理经验
- 出色的英文书面和口头表达能力，语气清晰专业
- 有处理来电和外呼客户服务电话的经验
- 强大的组织能力，能够独立管理多项优先任务
- 良好的判断力
查看英文原文
Our client is a premier Australian importer and distributor of high-quality nursery and baby products. They deliver premium prams, travel systems, and accessories to consumers and retail partners across Australia via their e-commerce store, independent stockists, and industry expos. As a fast-moving, family-owned business, they are dedicated to operational excellence, clear communication, and outstanding customer care.
They are now seeking to hire a Customer Support Specialist to deliver responsive, end-to-end support for consumers and retail partners across multiple communication channels. This role plays a vital part in driving high customer satisfaction, resolving order and warranty enquiries efficiently, and ensuring seamless operations between internal teams, warehouses, and stockists.
Job Responsibilities
Customer Support & Enquiries
- Provide warm, responsive customer and retailer support across phone, email, live chat, and messaging channels
- Answer product, order, delivery, warranty, and troubleshooting enquiries with accuracy and care
- Handle complex or sensitive customer situations with patience, discretion, and empathy
- Request customer feedback and reviews at appropriate touchpoints to support service excellence
Order & Inventory Operations
- Track customer orders and backorders proactively to provide accurate stock availability updates and ETAs
- Record all interactions thoroughly in the helpdesk platform to ensure complete case histories
- Manage case resolution actively to minimise overdue or unassigned customer tickets
Stakeholder Coordination
- Liaise with local operations, warehouse staff, and freight providers to resolve shipping and delivery issues
- Provide dedicated support and issue resolution for independent retail stockists
Process & Quality Improvement
- Maintain internal knowledge bases, FAQs, response templates, and procedure notes
- Identify recurring product or service issues and suggest practical workflow improvements
- Utilise approved AI tools to assist in drafting non-sensitive customer communications and documentation
Requirements
- Minimum 2 years of experience in customer service, e-commerce support, or order management
- Outstanding written and verbal English skills with a clear, professional tone
- Demonstrated experience managing both inbound and outbound customer support calls
- Strong organisational skills with the ability to manage competing priorities independently
- Sound commercial judgement when handling warranties, returns, and sensitive information
Nice-to-Have Skills
- Previous experience supporting Australian customers by phone
- Background in retail, consumer goods, nursery products, or logistics support
- Experience using helpdesk, e-commerce, or order management platforms such as Dixa, Shopify, or Cin7
- Practical experience using AI tools to draft communications and streamline administrative tasks
Benefits
- Permanent work-from-home set-up
- Dayshift (Australian Eastern Standard Time business hours)
- Full-time job
- HMO (STAFF only)
- Annual leave
- 13-month pay
- With Government mandated benefits
Originally posted on Himalayas