Our client is a luxury bathroom, kitchen, and laundry fixture brand based in Australia. They operate internationally, offering premium tapware and cutting-edge designs to trade partners and resellers. The business values high standards, flexibility, and exceptional customer experience.
They are now seeking to hire a Customer Support (Weekend Support) to ensure resellers and trade partners receive continuous, high-quality assistance outside standard business hours. This role is critical for resolving basic issues, managing orders, and maintaining a seamless customer experience over the weekend.
Job Responsibilities
- Answer and respond to inbound phone calls and emails from B2B resellers and trade partners
- Deliver professional, friendly, and accurate support for all customer enquiries
- Assist customers with order tracking, returns, credits, and basic account questions
- Resolve common issues independently using sound judgment
- Log support tickets and document updates accurately in internal systems
- Escalate complex issues to the weekday team with clear handover notes
- Follow established processes while showing initiative where needed
- Proven experience in a customer support or call centre environment
- Exceptional spoken and written English communication skills for professional B2B phone interactions
- Ability to work independently and manage responsibilities without supervision
- Proficiency with email platforms, basic spreadsheets, and general administrative tools
- Availability to work every: 9:00 AM to 6:00 PM (AEDT) on Saturday, Sunday, and Monday.
Nice-to-Have Skills
- Prior experience in eCommerce, logistics, tapware, or homewares
- Experience using CRM systems for ticketing and customer management
- Permanent work-from-home set-up
- Dayshift (Australian business hours)
- Part-time (24 hours/week)
- Annual leaves (after 6th month)
- HMO (after 6th month)
- Christmas Bonus equivalent to 1 month's wage (Pro-rata)