Customer Service Representative – SMS & General Support

JO 15199 | Customer Service Representative – SMS & General Support

Employment Type: Part-time (6 hours per day and 36 hours per week) with an option for Full-time (40 hours per week)

Working Hours: Monday to Saturday, 5 am to 11 am Philippine Standard time, corresponds to 8:00 am – 2:00 pm AEDT. For full-time, an additional 4 hours on Saturday may be required.

Why choose Remote Staff?

• 100% Work from Home. No office-based setups. Manage your time efficiently and enjoy work-life balance.
• 15+ years in the remote work industry. We’ve helped more than 8K Filipinos establish virtual careers with international clients since 2007.
• Competitive and negotiable compensation (depending on skill level & experience)
  
  

About The Client

Our client is Melbourne’s highest-rated and most in-demand cleaning company. Specialize in cleaning with exceptionally high attention to detail and unrivaled reliability. They are a reputable service company that values efficiency, clear communication, and exceptional support for both their customers and staff. They strive to maintain high standards of customer satisfaction and operational success through dedicated service and responsive interactions.

Role Overview

Our client is seeking a proactive and experienced Customer Service Representative to manage their SMS line and provide comprehensive customer service support. The ideal candidate will play a crucial role in assisting customers and the company’s cleaning staff with real-time updates and solutions. This role requires quick thinking, excellent communication, and the ability to manage multiple interactions efficiently.

Key Responsibilities

• Manage and respond to customer and staff inquiries through the SMS line.
• Assist cleaners with urgent access and parking issues for customer homes.
• Provide customers with accurate and timely information about their bookings.
• Check in with cleaners to confirm their estimated time of arrival (ETA).
• Communicate with customers regarding their cleaning services, including adjustments and scheduling changes.
• Address a variety of general customer service needs as they arise.
• Maintain a friendly and professional demeanor during interactions, especially in challenging situations.
  
  

Required Skills And Qualifications

• Experience: 3-5+ years in customer service or a similar role.
• Multitasking Ability: Proven skill in managing 5-10 conversations simultaneously without compromising quality.
• Communication Skills: Excellent phone etiquette with a clear, neutral accent preferred for customer interactions.
• Problem-Solving Skills: Demonstrated ability to work effectively under pressure and offer timely solutions.
• Conflict Resolution: Strong diplomacy and conflict management skills to handle discussions with stressed customers and cleaners tactfully.
• Highly organized and detail-oriented.
• Quick learner with a positive attitude.
• Empathetic and customer-focused approach to service.
• Ability to remain calm and resourceful during high-stress situations.