Customer Support - Voice

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April 12

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Outsourcey

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B2B • eCommerce • IT outsourcing

Outsourcey is a leading remote staffing agency specializing in connecting businesses with skilled offshore talent. They simplify the outsourcing process for companies ranging from startups to Fortune 500 firms, offering flexible staffing solutions without long-term contracts or setup fees. By leveraging a vast network of qualified professionals, Outsourcey helps clients reduce operational costs while improving efficiency and scalability, ensuring that businesses can effectively meet their project demands across various industries.

201 - 500 employees

Founded 2024

🤝 B2B

🛍️ eCommerce

📋 Description

• Monitor and manage ticket queues across all AU and NZ markets in the Admin Zendesk system. • Respond to customer emails via the ticketing system, meeting the hourly KPI of 20 tickets per hour during an 8-hour shift. • Monitor email queues via MS Outlook and respond to internal and third-party stakeholders. • Update relevant Finance Google Sheets tracking sheets with data required for Seniors to complete EFTs, credits, or manual refunds. • Request updates from relevant carriers to assist customers in tracking and locating their deliveries. • Escalate Marketplace seller-related enquiries to the Seller Support team, using the correct template and including all customer-provided information. • Manage the returns queue and confirm all returned item images are uploaded and available. • Follow the escalation matrix and complete the internal form with full details when escalation is required. • Monitor the team group chat and assist team members with customer-related queries. • Request management approval for refunds exceeding $100 via the escalation process. • Attend weekly team meetings and contribute suggestions to improve processes. • Attend training sessions on new processes to ensure ongoing compliance. • Participate in weekly one-on-one coaching sessions to support continuous performance improvement.

🎯 Requirements

• At least 1.5–2.5 years of experience in a customer support or contact center role in retail processing • Proficient in using Zendesk or similar ticketing systems. • Familiarity with MS Outlook and Google Sheets. • Strong written communication skills and attention to detail. • Ability to meet productivity KPIs (20 tickets per hour). • Reliable internet connection and computer setup for remote work (if applicable). • Strong problem-solving skills and a customer-first mindset. • Ability to work independently and as part of a collaborative team. • Flexibility to adapt to changing processes and procedures.

🏖️ Benefits

• Competitive salary • Opportunity to shape the HR function of a rapidly growing BPO. • Work closely with a team of industry leaders who have successfully scaled BPOs in the past. • Career growth and development opportunities.