Customer Advocate

This is a fully remote position, open to applicants in Philippines.

📋 Description

• __**Company Overview:**__

• Our client is a prominent Australian digital marketplace with over 25 years of expertise in connecting buyers and sellers. The platform provides reliable tools—such as secure messaging, verified listings, and vehicle history reports—to facilitate safer and easier vehicle transactions. In addition to cars, it also encompasses bikes, boats, caravans, trucks, and equipment, merging local market knowledge with innovative technology to streamline transactions within the vehicles and machinery sector.

• __**Key Responsibilities:**__

• · **Tickets**

o Respond to tickets in a timely and professional manner.

o Efficiently resolve customer issues and escalate to a Team Leader if necessary.

o Ensure all customers receive treatment characterized by professionalism, empathy, and respect, while consistently delivering an outstanding customer experience.

o Remain vigilant and prepared for fraudulent emails, reporting any concerns to Trust and Safety staff immediately.

o Be alert to emails regarding scams and adhere to the relevant procedures.

o New tickets must be addressed within 2 business hours.

o For open tickets, provide customers with regular updates on their status.

• **Live Chat**

o Ensure availability for chat when logged in.

o Respond promptly and professionally to chat inquiries.

o Efficiently resolve customer issues and escalate to a Team Leader if necessary.

o Chats must be answered within 30 seconds.

• **Adverts**

o Process all outstanding adverts requiring review and approval.

o This procedure necessitates careful attention and should not be hurried.

o Follow the established advert checking documentation.

o Be prepared for fraudulent adverts and notify Trust and Safety staff immediately.

o Maintain a team expectation of not exceeding 100 unapproved new adverts.

o Ensure that unapproved edited adverts do not exceed 100.

o Limit unapproved hold adverts to no more than 30.

o Fraudulent adverts must not exceed 5 approvals per month.

o Maintain accountability for individual responsibilities.

o Complete any additional tasks or responsibilities as required.

o Consider succession planning and training for these responsibilities.

o These tasks may include, but are not limited to:

o Assisting the marketing team with ad hoc promotions (shows, events, etc.).

o Monitoring and assisting with social media.

o Providing reception coverage.

⛳️ Requirements

• __**Essential Skills / Qualifications:**__

• · Excellent written and verbal communication skills.

• · Customer-focused mindset with a genuine commitment to assisting and supporting customers.

• · Strong attention to detail and accuracy in managing customer inquiries and reviewing information.

• · Capability to troubleshoot issues and identify suitable solutions.

• · Proficient in using Microsoft Outlook and web-based applications.

• · Basic proficiency in Microsoft Excel, Microsoft Word, and data entry tasks.

• · Strong time management and organizational skills, with the ability to handle multiple priorities.

• · Ability to work independently while effectively collaborating within a team environment.

• · Adaptable and flexible in a fast-paced and dynamic work setting.

• · Positive attitude with a strong sense of accountability and urgency.

• · Demonstrates integrity, honesty, and professionalism in all interactions.

• · Willingness to learn new systems, processes, and products.

• __**Desirable or Additional Skills/Experience:**__

• · Prior experience in Customer Service, Customer Support, Customer Success, Call Center, BPO, Retail, Hospitality, or Administrative Support roles.

• · Experience managing email, chat, or ticket-based customer support.

• · Familiarity with CRM, helpdesk, or ticketing platforms such as Zendesk, Salesforce, Freshdesk, Intercom, or similar systems.

• · Experience in reviewing online listings, content moderation, or quality assurance tasks.

• · Exposure to fraud detection, trust and safety, or risk management processes.

• · Experience working in a remote or work-from-home setting.

• · Strong analytical skills with the ability to identify patterns or unusual customer activities.

• · Experience in fast-paced digital, e-commerce, or online marketplace environments.

• · Demonstrated initiative in enhancing processes or customer experience.

• · Recent graduates with exceptional communication skills, strong attention to detail, and a customer-centric approach are also encouraged to apply.