Job Title: Guest Experience Representative - Contractual (Email Support)

Job Summary

Satellite Office Solutions Pty Ltd
Consulting/Advisory Services
Job Category:
Years of Experience
1 - 4 years
Posted On
18th Sep 2019

Job Description:

Job Description :

Being a part of the Guest Experience Team, you are an essential ambassador of our brand and a contributor to living up to our vision. Every interaction counts and you can make an impact in our Guests lives by supporting enquiries, solving an issue or providing product advice. We want you to feel empowered to support every single Guest and encouraged to go above and beyond.

The primary function of the Job Title is to provide a World Class experience for Guests


Key Duty 1: Live Chat Provide Guests with a world class experience full of product knowledge, information and suggestions to find their complete solution
Look for opportunities to upsell / add-on to find the perfect complete solution for a guest
Provide support with order entry on website / in relevant webstores
achieve weekly live chat sales targets through upsell & cross selling

Key Duty 2: Zendesk & Guest Order Review Assist in the management of Zendesk which is our Guest Experience platform and where all Guest communication is monitored and actioned.
Follow up& communicate Guest order tracking and enquiries
Process refunds for online orders

Key Duty 3: Social Media Monitoring
Monitor and manage social media platforms Facebook / Instagram & Twitter via Zendesk within acceptable timeframes and using common sense in responses

Key Duty 4: Guest experience

Live and breathe the vision of a world class experience every time with all gust interactions
Look for ways to engage with guests and make their day
Utilise surprise & delight to provide an experience guests will tell their friends about

Key Duty 5: Phone support

Answer phones to respond to guest queries
Find solutions and get back to guests with accuracy, high level of care and attention and speed
Ability to upsell when part of a sales process using the kikki.K solutions techniques

Attention to detail
Good time management with a sense of urgency
Ability to work autonomously, and add value to the team's administrative needs
Proactive, resourceful, self-motivated and confident
Capable of handling stress, pressure and change
Self-starter, takes initiative
Good common sense
Can multitask in a dynamic business environment
Excellent communication with clients
Able to learn new processes quickly
High level or typing speed and accuracy

Perfect written and spoken English communication skills
Willing to work Australian hours
Previous experience in using eCommerce platforms Zendesk, Salesforce, BrainTree preferred
Advanced knowledge of Microsoft Applications (Excel, Word, Outlook, PowerPoint)
Experience with Australian businesses is beneficial
Industry experience a plus, experience in a similar role a plus
Willingness to learn

Previous experience in a similar role or performing similar functions
At least two - three years work experience

About Us

Satellite Office has been leading the race among offshore service providers in the country. With a highly-tenured leadership team, robust internal processes and systems, and a unique, no-nonsense approach to offering “satellite office” solutions, it has quickly built its strong reputation among businesses in Australia, and has expanded its clientele to include the United States and European markets. Specialized in the fields of Customer Service and Sales, IT and Software Development, Digital Marketing, Creatives and Design, Content Management, and Finance and Back Office, its areas of expertise continue to widen, deeply immersing the company in many other industries while rapidly gaining distinction within the industry.

From corporate support to operations professionals, the team has been meticulously selected from the best in the country’s pool of experts. Implemented best practices coupled with creative approaches have resulted in streamlined solutions, efficient operations, and optimized performance for each client and employee growing alongside the company.