Expert Technical Support Professional

1 week ago

Melbourne, Victoria, Australia beBeeEngagement Full time $90,000 - $110,000

Customer Engagement Expert

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This role is perfect for someone who is passionate about customer success and continuous improvement in customer engagement. If you are a team player with excellent communication skills, both verbally and in writing, and have a strong sense of customer care, we would like to speak with you.

As a key member of our support team, you will be responsible for handling the day-to-day RMA support via ticket system and phone, as well as general enquiries via phone. You will work with customers and RMA partners regarding returns or DOAs/warranty exchanges, maintain, review, and update process documentation regularly; create new documents as required.

Collaboration with various internal departments and offices on RMA returns and payments will also be a significant part of this role. Authorizing RMA cases & guiding customers through the RMA process will require you to be proactive and self-driven. Stress resilient and able to prioritize tasks, you will also need to escalate to other departments when necessary.

Strong social and structured individual with customer support/service experience will thrive in this environment. A basic technical foundation to stand on and fast learner eager to change, you will excel in this dynamic role.

Key Responsibilities:

  • Handle the day-to-day RMA support via ticket system and phone.
  • Handle general enquiries via phone.
  • Work with a case-driven system where you have the final responsibility towards the customer for concluding and closing your cases.
  • Work with customers and RMA partners regarding returns or DOAs / warranty exchanges.
  • Maintain, review, and update process documentation regularly; create new documents as required.
  • Collaborate with various internal departments and offices on RMA returns and payments.
  • Authorize RMA cases & guide customers through the RMA process.
  • Follow customs and compliance regulations.
  • Support customers with invoice questions.
  • Escalate to other departments such as Reverse Supply Chain, Distribution, and Global Customer Services.

Requirements:

  • Strong sense of customer care.
  • Social and structured individual.
  • Customer support/service experience.
  • Excellent communication skills, both verbally and in writing.
  • A basic technical foundation to stand on.
  • Fast learner and eager to change.
  • Stress resilient and able to prioritize tasks.
  • Team player, collaboration, and ability to fit in a group quickly.
  • Proactive and self-driven.

What We Offer:

  • Positive work environment where your voice matters.
  • Team Fika—making time for friends and colleagues to grab a coffee and something to eat—we value team connection and collaboration.
  • Commitment to sustainability and social responsibility: Axis is a member of The United Nations Global Compact.
  • Flexible work arrangements available.
  • Access to learning and development opportunities.
  • Employee benefits including monthly gym and home internet allowance.
  • Group Life and TDP Insurance.
  • Free counselling services to you and your immediate family through our Employee Assistance Program.

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