Customer Support Representative (Retail & Warranties)

TL;DR

Customer Support Representative (Retail & Warranties): Provide customer support across warranties, service appointments, delivery concerns, order tracking, and post-delivery issues with an accent on omnichannel case management and first-contact resolution. Focus on solving root-cause inquiries, maintaining accurate Zendesk documentation, and coordinating escalations with internal teams while ensuring compliance with consumer laws and data privacy.

Company

hirify.global provides customer support staffing for a retail and warranties-focused client.

What you will do

• Act as the primary point of contact for warranty and post-delivery customer inquiries across calls, email, and chat.
• Resolve issues efficiently using active listening, effective questioning, and clear expectation management.
• Manage and document all cases in Zendesk (or similar CRM), including detailed notes and accurate tracking.
• Prioritize and handle support tickets by urgency and impact; escalate complex or high-risk cases to internal teams.
• Support operational tasks such as refund processing, gift card preparation, and electronic voucher handling.
• Collaborate cross-functionally with logistics, technicians, product teams, and leadership to improve processes and customer experience.

Requirements

• 1–2 years of customer service experience, ideally in retail, BPO, or consumer goods environments.
• Experience handling chat, email, and phone support.
• Zendesk (or similar CRM) experience is highly preferred.
• Proficiency with Microsoft Office Suite, especially Excel, and ability to manage data across multiple systems.
• Strong written and verbal communication, attention to detail, and problem-solving skills.
• Technical setup: dual monitor, reliable high-speed internet, and backup power (UPS or generator) to ensure uninterrupted productivity.

Culture & Benefits

• Permanent work from home.
• Health insurance coverage for eligible locations.
• Rotating shifts every 2 weeks, aligned to NSW time (including extended hours up to 12:00 AM on Thursdays).
• Training schedule: Monday–Friday, 9:00 AM–6:00 PM NSW time (40 hours/week) with two paid 15-minute breaks and a 1-hour unpaid break.

Hiring process

• Complete the application including assessment questions, a technical check, and a voice recording.
• Hourly pay rate is set based on performance in the application process; submissions with all requirements fulfilled receive priority review.

Location: NSW time (North Ryde, NSW time)