Customer Service Representative

Company Overview

Raya CX is a pioneering provider in business process outsourcing and customer experience management, supporting clients from various sectors. Operating since 2001, it delivers services including customer support, technical assistance, and global solutions to Fortune 1000 companies across North America, Europe, the Middle East, and Africa. The company leverages skilled labor markets, advanced technology, and strategic operations to ensure high-quality and consistent service.

Role Overview

The Customer Service Representative is responsible for managing both inbound and outbound customer communications. Key duties include answering inquiries, resolving problems, providing detailed product and service information, recording customer interactions, maintaining account updates, and adhering to established service protocols to meet client standards. Collaboration with team members and escalating more complex issues when required are essential aspects of the role. Meeting performance indicators such as response times, quality standards, and customer satisfaction is crucial. This is a full-time, on-site role based in Maadi, Queensland, with shift flexibility to accommodate business needs.

Candidate Qualifications

• Excellent communication and customer service skills, including active listening and professional verbal and written communication.
• Strong problem-solving and conflict management capabilities to handle challenging interactions calmly and professionally.
• Proficiency in computer use, CRM systems, and general office software with adaptability to new platforms.
• Attention to detail and strong organizational abilities to document accurately, follow established procedures, and juggle multiple tasks.
• Willingness and ability to work full-time on-site in Maadi, QLD, effectively collaborate in teams, and adapt to evolving client demands.
• Experience in customer service or BPO/contact center settings is advantageous; language skills beyond English are a plus.
• Completion of high school or equivalent is mandatory; further education in business, communications, or related disciplines is preferred.