Job Title

Quick overview: On a daily basis communicate with customers around any areas they need assistance with after the point of sale You will be the first point of contact for any customer needing assistance after the point of sale. This might be via email, telephone, livechat, SMS etc. You will need to collaborate closely with other departments such as Logistics and Sales. You will need to communicate effectively and professionally with external partners, such as vendors and delivery partners What youll do: Core responsibilities: Delivery excellent customer service for all customers on a daily basis Answer calls in a timely manner so that we are proactively problem solving any issues that customers need assistance with (our goal is to answer all calls within 30 seconds) Reply to all email enquiries that we receive on a daily basis within 24hrs Maintain clear and concise records for any cases you are working in our systems (Netsuite/Gorgias/Pipedrive/Shopify) Maintain professional verbal and written communication with all customers, colleagues and stakeholders at all times without fail Day in the life: Receive inbound telephone calls and answer within the desired timescale (30 seconds) Respond to customer queries via email within the desired timescale (24hrs or quicker) Keep up to date records within our CRM system (Netsuite/Gorgias/Shopify) File claims with delivery partners were appropriate, ensuring all documents are uploaded effectively to ensure a positive outcome on that particular case for Build Direct Communicate with multiple departments internally and communicate with external stakeholders to problem solve issues that you are facing with the goal of finding a solution that is in line with our terms of sale and the customer needs Maintain our policies and procedures as outlined in our terms of sale Performance / KPIs: Our main goal as a Customer Success Specialist is to find a resolution to any customer related issues in a timely manner. We are able to measure how long a case takes to find a resolution by looking at the time a case was opened and when it was closed in our system (Netsuite/Shopify/Gorgias/Pipedrive). With that in mind our goal is to close out / reach an outcome in terms of resolution within 24hrs. However, it is worth noting, certain scenarios e.g. a 30 day return, systematically in Gorgias will show as open for a longer period of time as we have to account for the transit time back to the warehouse. But we can reach the outcome for the customer within 24hrs even for a return. E.g. Yes this is a 30 day return, this is what it costs to return, do you want to go ahead. Yes or no. On a daily basis things like the amount of discount or compensation you provide to a customer is measured, so while there is not a strict figure to keep to here, be aware that should you need to justify the amount of discount and / or compensation provided to a customer you should be ready to do so Answer calls within 30 seconds of the line ringing. We can measure / monitor this through the telephone system we use Respond to all email enquiries within 24hrs. This is measured through a shared inbox we use as a team and you will have assigned emails under your color within that inbox daily. Succession planning: Where to next: Within the organization professional growth is always encouraged. That may be growth within the same team, or growth by moving to a different department within the company if this aligns with your skillset and career objectives. Other departments that you will work with and potentially develop a career path towards might be: Logistics Sales