AddressAt Hero Packaging, our mission is to eliminate all plastic from the packaging process by creating home-compostable, zero waste shipping mailers. It is our goal to help e-commerce businesses in Australia and internationally become more sustainable.
We are on the hunt for a Customer Service Team Leader who will be a main point of contact for customers via email, live chat, and phone. You will after look after customer communication alongside another customer service team member from Monday to Friday.
You will be working from our Chatswood warehouse most days. You will be working one day in our city office on George St.
Responsibilities & Focus:
- Handle emails, phone calls and customer communications from Monday to Friday
- Ensure that the communications process is a great experience for the customer
- Be the point of escalation for customers, maintain high level of customer satisfaction and experience across all channels and hold the ability to resolve customer complaints
- Communicating recommendations to improve systems and processes to the owners
- Provide clear communication regarding order issues
- Ensure customer notes are recorded accurately and the customer is up to date with their query
- Can execute on daily tasks with speed and efficiency
- Maintains a high level of knowledge of products and services
Skills & Experience Required:
- 2+ years experience in delivering high quality customer experience (ideally in online retail)
- Perfect written and verbal communication skills.
- Adaptable, flexible and able to work autonomously and unsupervised
- Exceptional email and phone manner
- Experience in online retail, e-Comm and Ticketing platforms (we use FreshDesk)
- Solutions focused with a very positive outlook
- Going above and beyond for the customer
This role will be about 30 hours per week, Monday to Friday. It will be based between our Chatswood warehouse and our Sydney CBD office.
Sound like the role for you? We'd love to hear from you!
