Customer Engagement Assistant (001-0411)

Looking for Filipino (Philippines-based) candidates

Job Role: Customer Engagement Assistant

Compensation range: $1,200 AUD - $1,500 AUD / Monthly

Engagement type: Independent Contractor Agreement

Work Schedule: This role is expected to align with the AU business hours (approx. 9 AM - 5 PM, Monday to Friday) for collaboration, but as a contractor, you’ll have flexibility in how you manage your time.

Who We Are: At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote so you'll be able to work from home.

Who The Client Is: The client is an innovative leader in the healthy fast-food industry, offering a variety of wholesome, fresh meals to customers in Australia. We are committed to providing convenient, nutritious options while maintaining a strong focus on customer satisfaction. Join our dynamic team to contribute to our growth and success in delivering high-quality, nutritious meals nationwide.

Role Overview: The Customer Engagement Assistant plays a key role in maintaining excellent customer experiences across multiple communication channels. This role involves managing inquiries, follow-ups, and customer engagement across email, phone, and online platforms, ensuring timely and accurate responses while supporting the operational needs of the business.

Key Responsibilities: 

Inbox & Customer Communication Management

• Monitor and manage three primary email inboxes: Catering, Info, and Soul Mates (loyalty) enquiries.
• Respond promptly to customer enquiries in each inbox, providing accurate and helpful information.
• Ensure all customer communications are logged and tracked appropriately.

Phone Support

• Answer incoming calls related to catering follow-ups, delivery orders, general enquiries, and loyalty program queries.
• Maintain a professional and friendly tone during all customer interactions.
• Handle basic dispute resolution, ensuring customer concerns are addressed calmly and effectively.

Online Engagement & Reviews

• Assist with monitoring and responding to Google reviews, ensuring timely and appropriate replies.
• Handle enquiries from third-party delivery platforms such as Doordash and Uber Eats.

Operational Support

• Update store information, including catering requirements, delivery radius, contact information, and hours of operation.
• Collaborate with team members to ensure consistent and up-to-date information is available to customers.

Customer Loyalty Management

• Manage the Soul Mates loyalty inbox, responding to customer enquiries regarding the loyalty program.
• Assist in maintaining customer satisfaction and engagement through proactive communication and support.

Additional Support

• Willing to provide occasional weekend support when required (e.g., when the weekend assistant is on leave), with notice provided.

Required Skills and Qualifications:

Key Skills & Competencies

• Excellent written and verbal communication skills.
• Strong organizational skills and ability to manage multiple inboxes and tasks simultaneously.
• Customer-focused with a friendly, professional, and proactive approach.
• Experience with Google Workspace, email management, and basic CRM tools is preferred.
• Comfortable managing online reviews and third-party delivery platform enquiries.

Qualifications & Experience

• Previous experience in customer service, hospitality, or retail is preferred.
• Experience handling multiple communication channels simultaneously.
• Ability to work independently and as part of a team.

Work Arrangement & Expectations:

This is a remote role that will be set up as an independent contractor engagement.

To ensure alignment and transparency, successful candidates will be expected to:

• Be available for meetings and collaboration during core [AEST or PHT] business hours
• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)