Customer Support Executive | Semi Voice | Australian Shift

Job details

Customer Support Executive - Australian Shift

EXPERIENCE

KEY REQUIREMENTS

Excellent verbal and written English communication skills this role involves direct communication with Australian clients, so a neutral accent and clear, confident spoken English are essential.
Strong customer handling and problem-solving abilities.
Ability to work in a fast-paced environment and manage multiple customer conversations simultaneously.
Good understanding of order management, shipping, returns, refunds, and warranty processes.
Familiarity with CRM/helpdesk tools such as Gorgias, Zendesk, Freshdesk, Intercom, or similar platforms.
Basic knowledge of Shopify, payment gateways, courier tracking, and order fulfilment.
Ability to coordinate with internal teams and vendors for issue resolution.
Strong attention to detail and ability to maintain accurate records.
Ability to prioritise urgent customer issues and escalate them when required.

ROLES & RESPONSIBILITIES

Respond to customer enquiries through Email, Live Chat, and Phone Calls.
Provide timely updates on order status, shipping, delivery, returns, refunds, and warranty claims.
Resolve customer complaints while maintaining a high level of customer satisfaction.
Coordinate with suppliers, warehouse teams, and logistics partners to resolve order-related issues.
Process cancellations, refunds, replacements, and return requests as per company policy.
Escalate unresolved issues to the relevant department and follow up until closure.
Maintain accurate customer records and update CRM/helpdesk systems.
Meet internal response and resolution SLAs.
Deliver a professional and positive customer experience across all communication channels.

PREFERRED SKILLS

PERFORMANCE EXPECTATIONS

KEY PERFORMANCE INDICATORS (KPIs)1. Customer Response & Resolution

Respond to all customer enquiries (email, chat, phone, social media) within the defined SLA (2–4 hours).
Resolve or appropriately escalate all customer issues within 4 hours wherever possible while maintaining high customer satisfaction.

2. Order Verification, Order & Refund Management

Manage all order-related enquiries, order verification, refunds, cancellations, replacements, and vendor follow-ups accurately.
Maintain complete records of refunds, provide regular updates to customers, and achieve zero unresolved refund cases.

3. Sales & Customer Retention

Convert customer enquiries into sales through chat and phone support.
Follow up on abandoned carts above $400 and retain customers by offering approved credits or discounts where applicable to reduce refund requests.

4. Operational Accuracy

Maintain accurate daily reports covering orders, payments, vendor costs, discounts, refunds, payment gateway fees, and other operational data.
Ensure product sync, pricing accuracy, and promptly escalate any backend or vendor issues.

5. Dispute Prevention & Compliance

Minimise customer disputes by proactively resolving issues before they escalate.
Target zero PayPal, Shopify, or payment gateway disputes through timely communication and effective issue resolution.

6. Reporting & Continuous Improvement

Submit complete and accurate daily, weekly, and monthly performance reports.
Monitor competitor pricing, identify market trends, and provide recommendations to improve customer experience, sales, and operational efficiency.

EMPLOYMENT DETAILS

Employment Type: Full-time.
Experience: 2–4 Years (Mandatory, eCommerce industry).
Working Hours: Australian Business Hours (Mon–Fri 4:30 AM–2:30 PM, Sat 4:30 AM–9:00 AM, Sun Off).
Preferred Location: Bangalore.
Salary: Based on experience and skills.

Pay: ₹250,000.00 - ₹400,000.00 per year

Benefits:

Application Question(s):

Are you comfortable working in Australian Shift - Monday to Friday: 4:30 AM – 2:30 PM
Do you have experience with Semi Voice Process?
Do you have experience providing customer support to E-Commerce industry?
What is your current CTC?
What is your expected CTC?

Experience:

Work Location: In person