Company Overview
Outsourced is a leading ISO certified global offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.
Customer Service Assistant
Work Schedule: Monday to Friday, 8am-5pm VN (Staff 1) & 5am to 2pm (Staff 2)
Work Setup: Home-based setup
Positions: Looking for 2 headcounts
Interview Process: 2-3 rounds of interview
Role Overview
We're looking for a proactive and people-loving
Customer Service Assistant who takes pride in delivering exceptional customer experiences. This role requires independence, initiative, and the ability to work both autonomously and collaboratively within a fast-paced environment. You'll be the frontline hero for our customers, ensuring every interaction is handled with care, efficiency, and a genuine smile (yes, even through email).
Key Responsibilities
- Deliver outstanding customer service across all channels (email, live chat, and internal platforms), always putting the customer first
- Confidently navigate the Australia Post Portal, including intercepting orders, updating delivery details, and changing addresses when required
- Use Slack to communicate quickly and effectively with internal teams to resolve issues before orders leave dispatch
- Investigate orders thoroughly and efficiently to ensure they are processed successfully before shipping
- Manage order enquiries via Shopify, Starshipit, and Tidio, ensuring accuracy and attention to detail
- Process returns, exchanges, and refunds correctly and in line with company procedures
- Handle invoicing queries and assist with basic invoicing tasks when required
- Proactively identify potential issues and resolve them before they impact the customer experience
- Maintain accurate customer records and documentation
- Provide clear, friendly, and solution-focused responses, even in high-pressure situations
- Contribute ideas to improve customer service processes and workflows
- Uphold our brand voice, kind, authentic, fun, and unmistakably Australian, with a tasteful dabble of emojis
Desired Knowledge & Skills
- Strong computer and literacy skills
- Experience with Gmail, Excel, Google Drive, Tidio, Starshipit, Australia Post Portal, Slack, and Shopify
- Experience managing customer returns and applying correct refund procedures
