Customer Support Specialist at Shippit

Support, Full-time, Sydney sydney support full-time
Description
Posted 26 days ago

Shippit is a powerful technology engine that is revolutionising how the world sends anything, to anyone, located anywhere. Logistics infrastructure is a sophisticated beast, and we’re not only improving the experience for everyone involved, we’re impacting the planet in a positive manner. Our deliveries are already 100% Carbon Neutral. While Australian founded, we’re truly global in our approach and have the benefit of being a free moving startup yet with the security of impacting a growing industry that needs some love and attention.

As a CS Specialist you will closely work with the business team and CS team to continuously improve CS processes. You will closely work with the business and product team to build right upstream product features to reduce the contact ratio and to setup self-help support system.

What will I do?

  • Setting right CS processes for new initiatives and improving existing CS processes.
  • Closely work with product team to develop features to reduce customer contacts and improve resolution.
  • Continuous improvements with strong customer centric approach to deliver best customer support
  • Address customer escalations in an accurate and timely manner.
  • Inform the team of all new information related to products, procedures, and trends.
  • Assessing team performance and preparing detailed reports on the findings.
  • Identify process gaps and raise the alarm on issues that arise.
  • Liaise with Account Managers, Logistics Managers, or other teams where needed
  • What are we looking for?

  • Previous experience in a similar role, preferably within a similar environment.
  • Excellent oral, written, and interpersonal abilities.
  • Affinity for multitasking with precision.
  • Capacity to deliver (or accept) and utilise constructive criticism.
  • Able to work autonomously with a customer-centric approach.
  • Strong cross-functional skills.
  • High customer service standards.
  • Strong problem solving skills.
  • We’re on a mission that needs the right humans to help make ship happen!

    Our core values haven’t changed since launch, and we adopt and celebrate these values in our day-to-day. We love to push the envelope to break though old norms, make good sh*t taking passion and pride in our work, have a laugh through the good and challenging times and, we are good humans - we have heart and want to improve the world we live in whilst having fun along the way.

    We’re a phenomenal place to work, and we can back that up. Shippit’s been ranked as #8 in Linkedin’s Hottest Startups to work at in 2020. We have a high-performance culture, everyone can make a difference, together we make great ship happen.

    We have an overriding focus on wellness and are committed advocates for mental health awareness and gender pay equality & we’re committed to supporting and nurturing our team with perks like flexible work arrangements, parental leave and so much more!

    “We are a 2021 Circle Back Initiative Employer – we commit to responding to every applicant”