Senior Customer Service Representative

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

📋 Description

• Assign face-to-face, video, and telephone appointments to the appropriate interpreters.

• Follow up with clients about their bookings and provide suitable alternatives when necessary.

• Reach out to interpreters from the SYL panel to offer upcoming assignments and negotiate travel fees as needed.

• Engage with interpreters from NAATI / AUSIT to meet booking requirements.

• Manage inbound customer inquiries via phone, email, and other communication channels.

• Offer accurate information, resolve common issues, and follow up on customer inquiries.

• Keep precise and detailed records of customer and booking interactions using internal systems.

• Contact clients and interpreters via phone or email to confirm and follow up on bookings.

• Collaborate with internal teams to escalate and resolve complex issues.

• Achieve individual KPIs related to response times, booking completion, customer service, and issue resolution.

⛳️ Requirements

• At least 3 years of call center or customer service experience with Australian-based companies or customers; Australian work experience is essential.

• Preferred experience in booking coordination, call center, customer service, scheduling, or similar positions.

• Exceptional spoken English with a clear, neutral to minimal accent.

• Candidates must be easily understood when communicating with Australian customers.

• Strong communication skills and active listening abilities.

• Comfortable managing a high volume of calls and juggling multiple bookings or inquiries at once.

• Keen attention to detail and the ability to adhere to processes accurately.

• Reliable high-speed internet connection.

• Computer capable of running multiple systems and handling calls efficiently.

• Previous remote work experience is preferred.

• Must reside in or near Manila or Cebu.

• Availability for full-time work from 8:30 AM to 6:30 PM Sydney time is required.

• Willingness to provide an NBI Clearance is necessary.

• Must be open to undergoing a third-party background check as stipulated by the client.

• Required to disclose any existing ongoing roles or client engagements.

• Must indicate this engagement on LinkedIn, clearly labeled as “Independent Contractor.”

🏝️ Benefits

• 100% remote work from home.

• Flexible time management as an independent contractor, while aligning with AU business hours for collaboration.