Customer Service Operations Associate

We are looking for someone to join us in Customer Service Operations on a temporary basis with the potential to be permanent in the future. You will be responsible for resolving Client, End Customer and Courier queries, and ensuring that our customers receive the highest level of support. You will be accountable for key metrics such as customer satisfaction, response time and resolution rate. You will also support with setting up processes and protocols, and implementing best practices for delivering exceptional customer support.

Support with developing and implement customer support policies and procedures, ensuring consistency across all channels

• Support with developing and implement customer support policies and procedures, ensuring consistency across all channels

• Collaborate with cross-functional teams to resolve complex customer issues and ensure timely resolution

• Provide customer support by responding directly and honestly to our customers and clients in a timely and accurate way to help resolve their queries

• Complete thorough investigations to ensure you are providing customers with the most accurate and up to date information

• Handle complaints - ensuring that you fully investigate the concerns while liaising with all relevant departments and escalating to appropriate stakeholders

• Identify trends and recommend process improvements to optimise team performance and improve customer satisfaction

• Stay up-to-date with industry trends, best practices, and customer support tools

You might be a great fit for this role if…

• You have customer support experience, and there is truly no job in CS you would not be excited to take on – and some outside of CS as well. From implementing new processes and protocols, to completing last mile routes to understand your impact on the end to end operations, you want to do it all. We don’t expect you to have done all of these jobs before, but we do hope you’ll be curious to learn how to do them

• You value and practise clear communication, active listening, and intentional collaboration with a high attention to detail

• You have deep empathy for the humans for whom you work with, our clients, our end customers, operational team members, customers, partners, couriers and your fellow colleagues. You seek out the chance to hear directly from them and go out of your way to incorporate their feedback into your work

• You are a team player with a great work ethic and a customer-centric mindset

• You have a growth mindset, always open to feedback and new ideas to improve towards new levels of excellence as a team

We are looking for candidates who…

• 1-2 years of experience in customer support/customer service

• Familiarity with customer support tools and technologies - ideally Zendesk

• Excellent communication and interpersonal skills

• Strong problem-solving skills

• Ability to develop and implement customer support policies and procedures to drive excellence