Customer Solutions Specialist

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VirtualStaff365

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2009

🤝 B2B

☁️ SaaS

👥 HR Tech

B2B • SaaS • HR Tech

VirtualStaff365 is a Melbourne-based company specializing in virtual staff outsourcing solutions. They help Australian businesses save time and reduce staffing costs by providing professional and cost-effective offshore staffing solutions from the Philippines and South Africa. VirtualStaff365 offers a wide range of virtual assistant services, including customer service, data entry, graphic design, web and software development, and more. Their solutions enable businesses to increase operational efficiency and scale quickly while offering a no-risk guarantee.

📋 Description

• - Process new customer orders received via email, phone, dropshipping, and EDI channels • - Manage end-to-end order-to-cash tasks and activities, including processing, warehouse requests, transport requests, and handling invoice or credit issues • - Assist in managing back orders and hold orders to ensure comprehensive end-to-end order management • - Perform system order updates, amendments, and manage operational system steps requiring non-automated actions • - Handle booking administration, delivery window coordination, and pre-booking tasks for deliveries • - Manage primary communication platforms daily, including MS365 email and the Zendesk Suite • - Respond efficiently to customer and consumer enquiries across Zendesk, email, voice messaging, live chat, and social media channels • - Prepare for future expansions into direct consumer contacts and enquiries via messaging apps and chat tools • - Follow up on internal requests such as proof of delivery tracking updates, warehouse requests, and carrier assistance requests • - Conduct thorough claims investigations and complete end-to-end claims processing • - Identify, investigate, and resolve transport issues, logistics delays, and customer returns • - Address and resolve warranty and claim enquiries within the approved company delegation of authority • - Communicate effectively, professionally, and transparently with both internal stakeholders and external customers • - Maintain strong performance KPIs based on workload attended to within SLA, aiming for an output-driven 24-hour turnaround on emails • - Adopt a continuous improvement mindset, providing constructive feedback and participating in workshops to optimize functional workflows

🎯 Requirements

• - Proven prior experience in order management, order processing, and operations-focused environments • - Demonstrated experience handling claims processing and navigating system automation workflows • - Strong hands-on experience using Zendesk (or a similar customer service suite) and intermediate proficiency with Microsoft Office suite • - Exposure to ERP systems such as SAP or Microsoft AX, along with dropship and marketplace portals • - High level of English competency to communicate effectively with clients, suppliers, and internal teams • - Outstanding attention to detail and strong relationship management capabilities • - Ability to work well under pressure in a fast-moving environment while maintaining a positive attitude and sense of humour • - A home workspace equipped with multiple screens featuring above 2K resolution to efficiently operate across the operational systems • Nice-to-Have Skills • - Prior experience working within the homewares, kitchenware, or consumer goods retail and distribution sector • - Deep familiarity with managing EDI orders and complex marketplace portal logic • - Experience navigating and optimizing workflows specifically within Microsoft AX software

🏖️ Benefits

• - Permanent work-from-home set-up • - Dayshift (Australian business hours) • - Full-time job • - HMO • - Annual leave • - Christmas Bonus equivalent to 1 month's wage (pro-rata)