Customer Sales Representative Work from home

1. Night Shift (US) Customer Service Representative (Sr Representative, Customer Contact Center)
2. Morning Shift (AU) Customer Service Representative (Sr Representative, Customer Contact Center)

1 Night Shift (US) Accounts Receivable Repsentative ( Sr Representative, Accounting) This role in summary The Customer Support Role acts as the primary technical and service link between the brand, its consumers, and trade professionals. You will provide expert product guidance, facilitate complex warranty claims, and offer technical installation support to plumbers. Your responsibilities will include: MAIN DUTIES 1. Consumer Product Support (Phone & Email) a. Act as a product expert, assisting consumers with inquiries regarding product features, usage, and "where to buy" information. b. Draft professional, clear, and helpful email templates and responses for common consumer queries. c. Guide customers through the initial installation process and pre- purchase specifications. Time (%) 35% Technical Troubleshooting Support • Provide high-level technical assistance to licensed plumbers regarding complex installation queries. Note, we have a local plumber who is an Insinkerator specialist for escalation should you need it. • Troubleshoot product issues with consumers over the phone to resolve problems without the need for a physical technician visit where possible. 20% Warranty & Service Coordination • Qualify Claims: Verify warranty eligibility by validating serial numbers and reviewing Proof of Purchase (Retailer Invoices). • Data Management: Meticulously collate consumer information and product fault history into a database. • Dispatch & Logistics: Liaise with authorized service agents across various Australian states to schedule repairs. Note: the service agents collate the consumer information then make contact with them directly to set up a visit time. • End-to-End Tracking: Follow up with service agents to ensure jobs are completed to the customer's satisfaction and closed out in the system. 40%

ADDITIONAL

FUNCTIONS Digital Presence & Website Support • Live Chat: Manage the online chat function for the new ISE AUS website, providing real-time solutions. • Content Assistance: Support the Australian team in populating the new website with FAQs, troubleshooting guides, and product data. 5% Job Specifications:

I. EDUCATIONAL BACKGROUND

- Graduate of any 4-year degree course

II. WORK EXPERIENCE OR TRAINING

- 0-3 years in a technical call center environment. Ideally an existing member of the current team.

III. SKILLS AND ABILITIES

- Good written and verbal English skills; ability to explain technical concepts to non-technical users.

• Ability to read product manuals and diagrams to assist plumbers and installers.
• Has "investigative" mindset to qualify warranties and troubleshoot remotely. - Problem-solving and analytical skills
• Utilizes critical thinking to identify performance gaps and propose

resolutions, conclusions and approaches to quality issues.

• Delivers messages in a clear, compelling and concise manner.
• Foundational knowledge and application of Contact Center operational

metrics

• Demonstrates proficiency with SAP
• Attention to detail
• Active listening skills
• Displays appropriately sense of urgency to complete tasks under deadline
• Ability to multi-task
• Good interpersonal skills and teamwork, collaborates and works well with

others

• Results oriented, flexible, organized and systematic
• Self-driven and motivated; takes initiative - willing to take new instructions
• and work requests
• Resilient and is adaptable to any change that may be implemented

IV. OTHER WORK CONDITIONS

- Willing to work on shifting operations which may include work on weekends with scheduled day off, to support the assigned business and customers. - Willing to work over time or on rest day over time to support manpower requirements of the operations during critical days and/or peak season.

THIS IS WORK FROM HOME AFTER TRAINING

Code-DRMI-00398