Customer Support (Weekend Support)

Our client is a luxury bathroom, kitchen, and laundry fixture brand based in Australia. They operate internationally, offering premium tapware and innovative 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

Requirements

• 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

Benefits

• 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)