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💻 Overview

Customer Service Representative (CSR) Overview

As a CSR at Global Starlink, your role is integral in ensuring a smooth and positive experience for customers, from their purchase to SIM card activation. Your responsibilities span across both Wholesale and Retail aspects of the business, focusing on effective communication, activation assistance, and customer support. Below is a detailed breakdown of your key duties and product information to ensure consistency across all CSR roles.

Key Responsibilities

  • Wholesale & Retail Customers:
    • Handle customer inquiries and complaints via multiple channels: email, live chat, and WhatsApp.
    • Provide timely and effective responses, ensuring customers receive accurate information regarding their products, orders, and issues.
    • Resolve issues related to product queries, shipping, returns, or product activation promptly to ensure a positive customer experience.
  • Activation Process for Retail (& Wholesale If Required):
    • Manage the activation process for both physical SIM cards and eSIMs.
    • Handle urgent activations, ensuring prompt and accurate service for time-sensitive customers.
    • Check and update activation results, including confirming phone numbers, verifying activation status, and troubleshooting any issues related to activations.
    • Work with internal teams to resolve any discrepancies or activation failures.
  • Customer Reviews:
    • Actively seek out and collect new customer reviews to improve brand reputation.
    • Address negative reviews by investigating customer concerns, providing solutions, and ensuring issues are resolved to customer satisfaction.
    • Work with the marketing and product teams to ensure the reviews reflect accurate feedback and contribute to continuous improvement.
  • Other Tasks:
    • Support other ongoing projects, such as Project I, website translations, and other administrative tasks as needed.
    • Assist in process improvements and any additional responsibilities that may arise based on business needs.

Sales Channels

For Retail, we sell our products on three major marketplaces in Australia with consistent products and slight price adjustments:

  • Shopify: www.globalstarlink.com.au
    &#xNAN;Order Number Example: #INV1234GS
  • eBay: G-starlink
    &#xNAN;Order Number Example: 12-34567-89123
  • Amazon: G-starlink
    &#xNAN;Order Number Example: 503-1234567-1234567
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