Senior Customer Service Representative

This is a remote position.

• Contract: Independent Contractor
  
• Permanent Work from Home
  
• Monday - Friday
  
• 8:30AM - 5:30PM NSW (5:30 AM to 2:30 PM PHT)
  
• 1 hour unpaid lunch, Two 15 minutes paid break - 8hrs/day | 40hrs/week
  

• Identify customer needs through active listening, effective questioning, confirmation of understanding, and thorough review of existing information.
  
• Interact with customers by responding appropriately to their needs, ensuring timely communication, managing expectations, providing alternative solutions, and aiming for one-touch resolution to maximize customer satisfaction and value.
  
• Provide personalized sales assistance by actively engaging with customers, leveraging knowledge to drive sales, and delivering exceptional service tailored to their needs throughout the sales process.
  
• Ensure compliance with consumer laws, business procedures, and regulations for safeguarding customer information, and adhere to safety reporting processes as necessary.
  
• Perform ad hoc duties and support other departments when required.
  
• Follow processes efficiently
  
• Use systems and technology to manage inquiries and workflows
  
• Accurately record and track all documentation
  
• Respond to customers in line with brand expectations using clear language
  
• Treat customers with respect to enhance loyalty
  
• Escalate and follow up on complaints as per policies
  
• Capture new inquiries for knowledge base improvement
  
• Liaise with leadership for policy updates
  
• Take ownership of customer follow-up actions according to business rules and practices
  
• Delivering quality through adherence to process
  
• Efficient use of systems and technology to manage enquiry, cases and workflow.
  
• Ensures that all documentation and information is accurately recorded and tracked.
  
• Respond to customer interaction in line with brand expectations to build trust and confidence with the customer (scripting, standard responses, high level of communication skills)
  
• Use clear, simple and easy to understand language, and ensure responses are comprehensive across all channels
  
• Treat customers with respect and courtesy to enhance and develop customer loyalty.
  
• Escalate and follow up complaints in line with policies.
  
• Capture any enquiries outside of the existing frequently asked questions and take to leadership to create automation and article in knowledge base.
  
• Liaise with leadership to update policies, procedures where necessary.
  
• Take ownership of follow up actions to progress the customer through their journey in accordance with escalation policies, timeframe, business rules, and practices.
  
• Conduct Telephony Contact
  
• Identify contact details and apply to organizational policies and procedures.
  
• Ability to prioritize existing ticket volume to ensure balanced contact for incoming contact volume.
  
• Understand current campaigns, sales, product recalls, or relevant customer communications that maybe relevant to the impact of the customers over journey with Freedom.
  
• Greet customers according to organizational protocol in a manner that encompasses cultural diversity.
  
• Adherence to ACMA telemarketing standa