Customer Service Representative

Schedule: 9:00 AM – 6:00 PM. Each agent will work a 40-hour week, and coverage across 7 days will be shared between the two agents.

Client Timezone: Australian Eastern Time
Total Weekly Hours: 40 Hours

Join a thriving, premium Australian bakery that has built a strong reputation for creating exceptional artisanal baked goods. This well-established business blends traditional baking expertise with modern customer service excellence, serving a diverse and discerning clientele. Their commitment to quality extends from their products to the customer experience, making this an exciting opportunity for customer service professionals who want to represent a premium brand.

Our client is seeking an outstanding Customer Service Representative to join their dynamic team. In this role, you’ll be the voice of a premium Australian bakery brand, managing customer interactions across phone, email, and digital channels. You will have the unique opportunity to represent a prestigious company where quality and customer satisfaction come first. You’ll play a key role in maintaining the high service standards their customers expect while working in a supportive environment that values professionalism and excellence.

Responsibilities

Serve as the primary point of contact for customer inquiries via phone, email, and other communication channels
Provide exceptional customer service by addressing inquiries, resolving concerns, and ensuring customer satisfaction
Process and manage customer orders with accuracy and efficiency
Maintain detailed and organized records of customer interactions in the CRM system
Collaborate with internal teams to resolve customer issues promptly
Handle customer feedback professionally and support continuous service improvement
Participate in the weekend rotation schedule to ensure consistent service coverage
Manage and prioritize email communications effectively
Utilize Microsoft 365 tools for daily tasks and reporting

Requirements

Strong English proficiency with excellent communication skills
Proven customer service experience, ideally within a premium or luxury brand environment
Proficiency with CRM systems and the Microsoft 365 suite
Exceptional phone etiquette and strong written communication skills
Ability to work independently while maintaining high service standards
Flexibility to work weekends as part of the rotation schedule