Customer Service

About the Role

We are looking for a dedicated and customer-focused Call Centre Agent to join our Operations team. In this role, you will be responsible for delivering exceptional customer service by handling inbound and outbound calls, resolving inquiries, and processing customer requests efficiently.

Customer Service & Operations

• Answer inbound calls and respond to customer inquiries professionally and courteously

• Identify customer needs and provide appropriate solutions within set timeframes

• Handle complaints, inquiries, and follow-ups to ensure resolution

• Maintain accurate records of customer interactions in CRM systems

• Process orders, forms, and applications as required

• Follow company communication procedures and policies

• Engage customers and provide a positive service experience

• Participate in training sessions and team meetings

• Assist with special projects and team tasks as needed

Workplace Safety & Compliance

• Comply with company health, safety, and hygiene policies

• Maintain a clean and safe work environment

• Report incidents, hazards, or accidents in line with company policy

Key Performance Indicators (KPIs)

• Average Handle Time (AHT): Under 5 minutes

• First Call Resolution (FCR): > 90%

• Schedule Adherence: > 95%

• Call Reason Documentation: 100% accuracy

Essential Skills & Qualifications

• Proven experience in a call centre or customer service role

• Strong phone handling skills and active listening ability

• Excellent verbal and written communication skills

• Familiarity with CRM systems

• Ability to multitask, prioritize, and manage time effectively

• High school diploma or equivalent

Desirable

• Experience with Microsoft Office applications

• Customer service certification

• Experience handling and managing client contacts

Technical Requirements:

• Equipment is self-provided

  Computer:

• RAM: 8GB

• CPU/Processor: Intel Core i5 or AMD Ryzen 5 (12th generation or newest)

• HDD/SDD: 512 GB

• Operating System: Windows 11 Home or Pro

  Accessories:

• Power Backup: Powestation, Powerbank, UPS, etc.

• Extra Display: Secondary/External Monitor

• Audio & Video: Noise-Cancelling Headset + Web Cam

  Internet:

• Internet Speed: 40-50 Mbps minimum badnwidth speed for both Download and Uploads.

Contractor Perks & Rewards:

• 20 Paid Time Off

• Referral Bonus – 70 AUD per successful referral to the Wingman platform (paid at 1st month mark with a client contract).

• Annual Trip – connect with the broader Wingman community in person.

• Dedicated Support Contact (CSM) – someone to help you succeed and stay connected.

• Access to a Network – collaborate with fellow contractors and onshore specialists.

• Opportunities to Upskill – optional sessions, peer learning, and developmental pathways.

• More Work, More Opportunity – potential for additional contracts, Statements of Work, or expanded workloads.

• High-Impact Projects – work alongside top-tier Australian partners on meaningful assignments.

• Flexibility First – deliver your work in your way, with full autonomy on how you achieve outcomes.

• Advisory Support – HR, Tax, and setup guidance available to make contracting seamless.

• 100% Work-From-Home Contracts – all engagements designed for remote delivery.

Pre-engagement requirements for Independent Contractors:

• BIR as you are a contractor (Required to submit any contributions required by the government.)

• NBI or Police Clearance

• Any Government-issued ID

Benefits:

• Company events

• Opportunities for promotion

• Promotion to permanent employee

• Work from home

Please note:

Only qualified candidates will be invited for an interview.