Customer Service Agent (Remote)

Customer Service Agent | The Dinner Ladies | Australia

Customer Service Agent

The Dinner Ladies

Matraville, Sydney NSW

Customer Service

Full-time

Hybrid opportunity once you’ve settled into your new role (mix of onsite & work-from-home if preferred)

About The Dinner Ladies:

The Dinner Ladies is a home food delivery service, providing delicious frozen meals direct to your door. We create meals that taste like homemade (but maybe even better!), so you don’t have to. Our meals are snap-frozen and delivered to your home, ready for you to cook or reheat.

Job Opportunity: Customer Service Agent

We’re passionate about our tasty, no-fuss dinners, making mealtimes easier for our customers. Our meals are made with heart, and so are our customer interactions!

As the voice of The Dinner Ladies, a Customer Service Agent is the friendly, bubbly personality on the other end of the phone or keyboard (depending on how our customer chooses to reach us!).

It’s our job to handle each question, query (or occasional problem) with a positive, can-do, and empathetic attitude, quickly resolving any issues for our wonderful customers! 

We are dedicated to delivering warm and approachable service, ensuring high customer satisfaction through genuine, considerate support.

Duties & Responsibilities:

• Handle inbound calls and log details accurately to ensure information is captured and recorded for follow-up if required.
• Respond to live chat enquiries promptly, providing quick, straightforward answers where possible.
• Craft empathetic and helpful email responses for our customers.
• Effectively manage and de-escalate complaints with a compassionate and solution-focused attitude, setting expectations and guiding customers to improve their experience. 
• Organise and prioritise tasks to manage time-sensitive requests.
• Collaborate with the logistics team to resolve any delivery issues.
• Assist customers in navigating our website and exploring our menu options.
• Work in a small, close-knit team, reporting to the Customer Service Manager.
• Follow instructions and communicate effectively with team members and management.

Why Apply for This Role?
Are you looking for a friendly, supportive workplace where you can exercise your creativity, communication skills, and problem-solving abilities to make a difference for our customers?

• We’re a fun and caring team who love to support each other every day.
• Enjoy a 25% staff discount on all meal orders, letting you experience our delicious offerings firsthand. 
• Birthday leave – because you deserve to celebrate!
• Benefit from the stability of a non-rotating rostered schedule with predictable shifts each week, supporting a good work-life balance.
• Hybrid opportunity once you’ve settled in, with a mix of onsite and work-from-home days available.
• Start immediately after the interview and selection process.

To be Successful in the Role:

• An open, adaptable attitude and lots of self-motivation, with a commitment to achieving personal goals.
• Ability to learn on the job and quickly adapt to new systems, with a solid understanding of computer skills. (Experience with Shopify, Gorgias, Klaviyo, and AirCall is a plus but not essential.)
• Previous experience in a fast-paced role, using initiative to meet KPIs and daily targets, supporting the team’s workload.
• Excellent communication skills, both written and verbal, to engage effectively with customers.
• Empathy, strong problem-solving skills, and a solution-oriented mindset that contributes to high customer satisfaction.
• High attention to detail and accuracy.
• Confidence to work independently and seek support when required.
• Previous experience in a customer service role is preferred but not essential.

Our Hiring Process:

1. Apply – Submit your resume and cover letter. We’ll follow up with some screening questions and sample customer enquiries to help you show off your style.
2. Phone Screening – A friendly phone call where you introduce yourself and learn more about the role and our company, with an opportunity to ask any questions.
3. Video Interview with Hiring Manager – Meet the manager and showcase your personality and skills.
4. On-site Interview with Practical Task – Meet the team and participate in role-play scenarios of common customer queries. We don’t expect you to know all the answers, but we’d love to see how you’d handle situations as a Dinner Lady or Gent!

Role Details:

• Full-time, permanent role.
• Shifts include a 30-minute unpaid lunch break, scheduled between 9 am and 6 pm

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home