COMPANY OVERVIEW
Fresho is a fast growing tech start-up on a mission to transform the food industry for the benefit of people and the planet.
Fresho is a fast growing tech scale-up on a mission to transform the food industry for the benefit of people and the planet.
Our order management and payments software is revolutionising the way the entire industry operates - from day to day operations, to mental health and wellbeing, to food waste reduction - the impact of Fresho touches every aspect of the sector in a hugely positive way making it more efficient, enjoyable, profitable and sustainable. We work very closely with wholesale fresh food suppliers and 45,000 restaurants, cafes, hotels and other foodservice venues.
Fundamental to our culture is the belief that our people are everything. We are purposefully building our culture alongside our business to make Fresho a fun, positive and inclusive place to work for our dynamic team of Freshonauts.
Fresho has raised over $30m to date and processes approximately $7m a day through the platform with 600,000 orders going through monthly. The business is headquartered in Melbourne, Australia with offices in London, United Kingdom and Auckland, New Zealand, and customers in Australia, United Kingdom, United States, Ireland and New Zealand.
About the Role:
A customer service legend who also knows their way around Salesforce or a similar CRM, as CX Specialist you’ll bring a strong growth-mindset and a high standard of written English, to provide exceptional customer support and experience, technical support, and issue resolution to our customers, ultimately ensuring their satisfaction with Fresho.
You’ll ably balance speed and quality in a high-volume department, answering questions and solving problems for a wide variety of customers and be involved with improving and updating CX team processes and procedures.
An empathetic nature and genuine interest to help others is part of your DNA. Within the business, CX has the longest relationship with our suppliers and customers and building a rapport with them is essential to gain trust and open communication.
As part of a globally dispersed team, you'll thrive in an environment that celebrates inclusivity and values your unique contributions.
Key Responsibilities:
Customer Communication and Technical SupportUtilise a high standard of written English to respond to client inquiries via email and using Service Cloud (Salesforce).Respond to customer inquiries via phone, and email in a timely and professional manner, occasionally handling out of hours emergenciesTroubleshoot and resolve technical issues related to FreshoDocument customer interactions and resolutions in our CRMProvide product training and support to customers as neededReport any unusual responses, requests, or feedback to the appropriate channels.Meet daily case target numbersCustomer Value CreationTogether with the Sales and Onboarding teams, identify and implement where Fresho can create value for our customers’ businesses to ensure customer success.Promote Fresho’s Customer Experience by encouraging positive customer comments on Google, Trust Pilot, and LinkedInContinuously expand and improve your knowledge of our products and servicesStakeholder Management & CollaborationCollaborate with cross-functional teams, including Product Development and Engineering, to address and resolve technical issues reported by customers.Collaborate with the Sales and Onboarding teams to ensure smooth onboarding of new customers and provide ongoing support to existing customers.Provide customer feedback to our product team Maintain professionalism and courtesy while interacting with clients, including global food suppliers, culinary venues, and chefs.
What will support your success:
1-2 years proven experience in CX within a SaaS companyPassion for solving problems and helping peopleExcellent written and verbal communication skillsHighly organised, capable of managing multiple tasks concurrently.Demonstrated ability to work independentlyDemonstrated ability to multitask and prioritise in high-pressure environmentsQuick grasp of new concepts with the ability to articulate them effectivelyStrong time management, organisational, and attention-to-detail skillsTech-savvy with a problem-solving mindsetProficiency in Excel, Google Docs & Spreadsheets
Nice to Have:
Familiarity with Salesforce Service Cloud or other CRM is a huge bonus
In return we’ll offer:
Employee Share Option Plan so you can share in Fresho’s successLinkedIn Learning Subscription with weekly work time dedicated to growing new skillsMentoring programme to help you grow and exceed your potential Flexible working with hybrid and fully remote teamsProcaffeinating Wednesdays where the coffee’s on us + in office coffee machinesWeekly fresh fruit in the officeRegular socials (with snacks and drinks of course!)Fresho merch so you can look sharp in our branded swagReferral bonuses - invite your friends and get paid for it!Employee Assistance Program to support your mental health and wellbeingCEO Book Club where role related e-books are on usFresho Sponsorship program to support your personal interests outside of workPaid time off for fertility treatments and generous parental leave policy
Fresho embraces diversity and equal opportunity in a serious way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
