Customer Service Representative
Respond to customer enquiries via chat, email and phone on orders, returns and products — the first voice customers hear.
Customer Service
Handle enquiries on orders, returns and products.
Catalogue & Product
Maintain listings, product data and merchandising.
Marketplace Operations
Manage storefronts and third-party marketplaces.
Order & Inventory
Process orders and manage stock across channels.
Marketing
Execute campaigns that drive traffic and orders.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Faster first-contact resolution and calmer customers — because most queries get answered on the first message using real order data.
What this role owns day to day
Core responsibilities
- Respond to customer enquiries via chat, email and phone
- Handle order status, returns and general product questions
- Escalate complex issues appropriately
- Log every interaction accurately in the helpdesk/CRM
Works inside
Reported on weekly
| First response | Speed of initial reply |
| Resolution time | Time to resolve queries |
| CSAT | Customer satisfaction score |
| Escalation quality | Completeness of escalation notes |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times around sales events and campaign launches.
Early-start or late-finish shifts, by agreement
Peak-season scaling
Additional dedicated resources during sales events and holiday peaks.
Scale up seats for peak season, scale back down after
What "no that's not my job" looks like in practice: a query spans an order, a return and a product question all at once — it still gets a complete answer instead of being bounced between channels.
What stays with your authorised staff
Refunds above approved limits and policy exceptions remain with authorised staff. This role resolves within policy — it doesn't set policy.
The market backdrop for customer service hires
of Australian small businesses expected difficulty meeting financial commitments in June 2026.
of Australian customers surveyed wanted a 24/7 contact option — a service window most local-only teams can't cover alone.
of Australian businesses reported rising operating expenses in June 2026 — 65% citing overheads, 40% citing staffing costs.
Statistics checked in July 2026 from the Australian Bureau of Statistics and ServiceNow. See our Challenges We Solve page for full sourcing and context.
The same skillset, wherever orders and customers need managing
Strip away the storefront-specific platforms and this role is a recognisable shape: respond, process, and keep records accurate against a deadline.
Doing this in-house with stretched staff, or paying a third party
- Customer queries compete with other operational work
- Response times slip during sales peaks
- Handover between channels loses context
A dedicated customer service representative, outsourced to us
- One resource whose only job is your inbound queue
- Reports to your own customer service manager, not a third party
- Same Screenshot Monitor transparency, direct to you
Telecommunications
Inbound queries on orders and billing follow the same first-contact discipline.
CRM · ticketingFinancial Services & Insurance
Customer queries on policies and claims mirror this role's triage-and-resolve shape.
CRM · policy systemsReal Estate & Property Management
Tenant and owner enquiries follow the same first-response discipline.
CRM · portalsLogistics & Freight
Shipment status enquiries need the same responsive, system-driven customer service.
TMS · CRMNo guessing what this role worked on. Full sample report on the Retail page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Customer Service Representative
Ready to add this role to your team?
Tell us your enquiry volumes and current helpdesk — we'll shortlist candidates against your actual task list.