Customer Experience Officer (Collections) | AU | WFH

• Answer inbound calls (orders, enquiries, issues, and booking spring water deliveries)
  
• Respond to emails within a 2-hour timeframe
  
• Work closely with our Australian-based team member
  
• Process orders accurately within our system
  
• Manage daily debt collection follow-ups
  
• Liaise with drivers and operations for delivery coordination
  
• Use our delivery service system
  
• Complete new customer follow-up checklist
  

• Answer inbound phone calls from customers (orders, enquiries, delivery questions).
  
• Manage and prioritise the shared customer service email inbox.
  
• Respond to customer enquiries in a professional, timely manner.
  
• Conduct outbound follow‑up calls (e.g. service feedback, payment reminders).
  

• Book spring water deliveries and update delivery details.
  
• Liaise with drivers and internal operations via chat (3CX) and phone.
  
• Track and follow up delivery‑related paperwork and updates.
  
• Act as the first point of contact for day‑to‑day customer operational issues.
  

• Follow up overdue accounts using MYOB‑generated reports.
  
• Contact customers regarding late or declined payments.
  
• Set and monitor payment plans and follow‑up reminders.
  
• Escalate difficult or inappropriate interactions to management.
  
• Note: This is not a hardcore collections role, but the candidate must be confident and calm handling payment conversations.
  

• Use MYOB for invoices, statements, and account enquiries.
  
• Use RMA (delivery system) for order visibility and updates.
  
• Basic Excel and Outlook usage for tracking, reminders, and communication.

• Call answer time and missed calls
  
• Email response time
  
• Order accuracy
  
• Debtor days / collections performance
  
• Customer satisfaction
  

Requirements

• Minimum 2+ years customer service experience (phone and email in a fast-paced environment)
  
• Accounts receivable / debt collection experience, with confidence handling payment conversations
  
• Systems experience:
  

• Excel (basic–intermediate: filters, data entry, tracking)
  
• Outlook (email and calendar management)
  
• MYOB / Xero / QuickBooks acceptable [Preferred / Trainable]
  

• Fluent English (spoken and written)
  
• Ability to handle difficult customers confidently
  
• B2B customer service experience is highly advantageous.
  
• Exposure to delivery‑based or logistics‑heavy businesses. (Bonus / Nice to Have)
  

• Noise-free workspace
  
• Quality headset and microphone
  
• Ability to work Sydney business hours (7:30am – 4:30pm)
  

Benefits

• HMO, Dental, and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
  
• Paid Leaves: Birthday, Vacation, Medical, and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
  
• Employee Engagement Activities: Year-End Party, Family Day, Team Building, and more!