OVERVIEW:
Our customers require a seamless flow from purchasing social impact workwear from our on-line store to following up where necessary.
As a Customer Service Officer, you will be responsible for facilitating our help desk with their progress of orders - setting up our customers for success on their newly acquired workwear.
You are our community and customers first point of contact and vital to the TradeMutt team.
THE ROLE:
Must have demonstrated customer service experience coupled with processing high volume product-based orders.
Accurately document customers and team’s communications within platforms.
Provide product information to customers - assisting with technical enquiries relating to TradeMutt apparel offerings.
Field queries via phone and email.
SKILLS AND EXPERIENCE:
- Experience within a customer service role and implement stages of a customer journey.
- Intermediate administration and office protocol skills.
- Passionate about social enterprise and the core focus of TradeMutt.
- Proactive self-starter, able to prioritise, follow up and escalate effectively.
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Demonstrated ability to manage and communicate effectively through oral and written mediums, and data collection.
ATTITUDE AND ENVIRONMENT:
Empathy, Customer First, Owns Mistakes, Asks for help, Curious, Willingness to continually improve, Self Starting
Duties:
- Manage inbound Customer Service Tickets
- Answer and log calls to the Customer Service Phone Line
- Assist with editing orders in the system across multiple platforms
- Ensure that the customer journey is the best it can be
- Provide the highest level of customer care available
- Ensure new business opportunities are handed onto the Sales team
- Maintain a clear line of communication with the Sales and Customer Service team
- Have the ability to take on jobs as they are delegated
- Provide feedback to the greater team on how we can improve our process and user journey
- Listen and log feedback from customers and provide feedback to broader team
- Ensure that all customer service enquiries are dealt with in a timely and efficient manner
Remuneration: $55K
To apply, email hello@trademutt.com with the subject line Customer Success Officer. Please send your resume and a tailored cover letter.
