Australian Customer Experience Support - Beauty E-commerce, No Sales

Hi, We’re looking for a warm, clear and professional Australian customer experience support to help with a short customer calling project for an Australian beauty e-commerce brand. This is not a sales role, not a winback campaign and not cold calling. You’ll be calling and speaking with existing customers who previously purchased from us and asking a short set of research questions about their experience. The goal is to understand what worked well, what did not and what could be improved. We are looking for someone who can ask the right questions strategically to collect feedback from our existing customers. Project Details • Short-term project: approximately 1–2 weeks • Estimated hours: 25–40 hours in total, depending on call volume and availability • Remote role anywhere in Australia • Calls made through CloudTalk or similar calling software • Responses captured in an online form • Start: ASAP for the right person What You’ll Do • Call existing customers from an approved call list • Use the provided call script and research form • Ask warm, neutral, non-leading questions • Listen carefully and capture accurate notes • Flag any customer care issues for internal review What We’re Looking For • Native-level Australian English • Clear, warm and natural Australian phone manner • Experience in customer service, phone interviewing, appointment setting or customer relationship management • Excellent written note-taking • Comfortable speaking with customers who may have mixed or negative feedback • Able to follow a script without sounding robotic • Reliable, organised and available immediately • Comfortable using online tools such as CloudTalk, Google Sheets and online forms • Have your own setup (laptop/computer), high-quality headset and stable internet Important This is a research project only. We are not asking you to sell, upsell, win customers back or handle refunds. The right person will be calm, friendly, curious and professional. You must be able to make customers feel comfortable while keeping the call short and focused, asking the right set of questions and focus on the goal of this project. Requirements to Apply Please include in your application: 1. A short summary of your relevant phone/customer research experience. 2. Your availability over the next 1–2 weeks. 3. A quick 30 second voice sample or audio intro so we can hear your phone manner. 4. Confirmation that you are comfortable making research calls and taking notes at the same time. Budget $USD25 - $USD30 per hour, depending on experience. Thank you for your time and we're looking forward to speaking with you!