Senior Customer Service Specialist

About EAD Consultants

EAD Consultants Pty Ltd is an Australian-based agency connecting skilled Virtual Assistants with businesses across Australia. We're growing every day and are always on the lookout for talented VAs to join our candidate pool. Once on board, we match you with a client who's the right fit for your skills and experience — so you can build a long-term career, not just take a one-off job.

About the Role

As a Virtual Assistant with EAD Consultants, you'll be placed with one of our Australian clients to support their business remotely. Day-to-day tasks vary by client but may include:

Key Responsibilities

· Handle high-priority and escalated customer concerns with professionalism.
· Monitor team performance and identify coaching opportunities based on quality metrics.
· Develop and improve customer service workflows and knowledge base documentation.
· Collaborate with Operations, Sales, and Product teams to resolve recurring issues.
· Prepare reports on customer trends, satisfaction scores, and service performance.
· Mentor junior representatives through coaching sessions and quality reviews.
· Ensure compliance with company policies and customer service standards.

Qualifications

· 3–5 years in customer service
· Leadership experience
· Advanced CRM knowledge
· Excellent analytical and coaching skills

What We Offer

· A supportive, positive team culture
· 4 weeks annual leave
· 10 paid sick days per year
· Australian public holidays observed for most clients
· Ongoing opportunities to grow your career with new clients

Our Simple Hiring Process

· Apply – submit your application and resume
· Pre-interview – we get to know you, your experience and your English communication skills
· Onboarding – you join our candidate pool
· Client match – we place you with a client looking for someone with your skills

How to Apply

Ready to join our candidate pool? Send us your resume and a short note about your experience.
Questions before you apply? Submit an enquiry ticket and our team will respond within one business day:
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