Customer Service Specialist
Virtual Staff 365, Philippines

Our client is Australia’s largest provider of aesthetic and medical-grade technology. They deliver cutting-edge treatment technology, skincare, accessories, and business support to over 4,500 stockists across Australia, New Zealand, and beyond.

They are now looking to hire a Customer Service Specialist to provide 5-star support to customers.

Job Responsibilities:

• Ensure all Client interactions, including attempted contact, are recorded in HighRise immediately (HR).
• Where a client request/enquiry/email cannot be actioned upon receipt, ensure all Client requests are acknowledged immediately via email to provide assurance to the client we have received their enquiry.
• Provide basic information on client's support services, policies, equipment, and skincare and refer enquiries to the correct department.
• All client support requests are to be tasked to the relevant department via HR. Additionally, for urgent support, post on WhatsApp in the ‘Client Success’ (CS) channel within 5 minutes.
• Monitor CS WhatsApp channel and ensure all urgent client support tasks are responded to/ actioned within five minutes of posting. If not, please bump the post and tag the Manager of the department, and if not responded to within another 5 minutes (10 minutes in total) from posting on WhatsApp please phone the Manager of the department to escalate.
• Conflict resolution for disgruntled clients, forwarding requests to the correct department for efficient and effective resolution, including maintaining ongoing contact with the Client until the issue is resolved.
• Monitor enquiry trends (such as specific technical issues or demand for a resource) and partner with the appropriate department to devise a solution (such as technical support videos).
• Provide relevant information and resources to Clients who are on-selling their technology. We are unable to buy back devices. Refer the Client to the On-selling Checklist for more information.
• Where necessary, source solutions to client enquiries by partnering with the relevant departments.
• Identify new opportunities to increase client support and satisfaction.
• Managing all leads that come through via phone, email, office HQ, and social media.
• Managing pending deals already assigned to Account Managers adding additional enquiry information and then following the pending lead allocation process.
• Managing new deals, adding clients/businesses into HR if they are not already in the system and then following a new lead allocation process.
• WhatsApp message to the Sales team for the weekend lead roster. Sales Manager to sign off on roster before sending through roster on sales team WhatsApp group.
• Issue a What’s App Alert to the client's team celebrating the sale.
• Provide invoices, account information and statements to clients.
• A client validity check (Business Name amp; Account Holder name and address) should be conducted before providing any information.
• Process consumable orders and payments on Big Commerce.
• Assisting the client and maintaining a high standard of client support as part of our mission to make people feel wonderful.
• Provide information on the support services, policies, and equipment and refer enquiries to the correct department.
• Confirm and update client information in HR such as their business name, delivery address, contact phone number, ABN details, website URL, and social media.
• Ascertaining if a client is on an email subscription and adding them to our email list.
• Have thorough knowledge of client resources across all departments, to be able to direct clients to the required resource/s
• In-depth understanding of departmental practices and processes and understanding of who does what. This will assist when filtering calls/emails/messages, forwarding requests and following up on tasks.

Requirements

• Qualification in Customer Service, Client care, and B2B (desirable).
• Previous experience in Customer Support or Sales Aftercare or similar role (essential).
• Preferably has prior experience working in the Beauty Therapy Industry.
• Previous experience using CRMs.
• Strong understanding of Customer Service principles.
• Must be willing to work on weekends. (Every Sunday, 3 hours)
• The ability to build relationships over the phone and engage customers in robust conversation.
• Strong Communication skills with an ability to influence decision-makers.
• A commitment to providing a high level of customer service to both internal and external customers of the client.
• Strong planning and organisational skills with a methodical approach to completing tasks.
• Task-focused to ensure customer call targets amp; lead targets are met consis

Job Rewards and Benefits