Customer Care & Community Relationship Specialist - eCommerce (ADELAIDE)

Full time casual role with opportunity for permanent Full time, Join a fast grown SA eCommerce company, Work in a small, dynamic & innovative start-up team.

Customer Care & Community Relationship Specialist (ADELAIDE)

 

SnapWireless is a direct to consumer eCommerce company, and our customers are at the heart of everything we do. Your role as our Customer Care & Relationships Specialist will be to deliver amazing customer experiences and going above and beyond for every customer that interacts with our company. You will not only simply take orders and assist in customer enquiries, but you will also exceed customer expectations by delivering exceptional service and experience. You will also provide recommendations and suggestions on products and have the ability to sell as well as service.

Due to rapid growth, we are once again ready for a talented individual to join the SnapWireless team at our head office in Adelaide. Come and join our dynamic team in a positive and exciting start-up environment.

 

About SnapWireless

Launching in 2017, we are a fast-growing Australian owned consumer electronics company focused on wireless charging. We are shaking up the old boring consumer tech industry with our unique products and a strong focus on wireless charging. Our online content has reached millions of people through social media marketing strategies and has in return created over 35,000+ happy customers!


In the upcoming 12 months, we are looking to scale rapidly within Australia and the US/UK to work towards our goal of becoming one of the most recognised consumer tech brands not only in Australia but all around the world. We are seeking a passionate and hardworking individual to join this adventure with us!

 

About You

The ideal candidate is a hard working, talented individual with a passion for providing world-class customer service to exceed customer expectations. You believe that great organisations are built on strong relationships, and you see opportunity in every interaction with every customer.

 

You love working in a startup culture and work hard while having a laugh at the same time. Ideally, you will have industry experience in electronics and have previously worked in a similar role for an eCommerce company. Bonus points if you are familiar with our brand and are a customer too!

 

You must also possess the following to be considered for the role.

  • Minimum of 2 years experience in a customer service role, whether face to face or call centre (preferably for an eCommerce company).

  • Ability to add value and problem solve in each situation

  • Not just be an order taker but proactively look for solutions and clever strategies to meet and exceed customer needs

  • Exceptional customer communication skills in both written and verbal

  • Have strong organisational skills and high attention to detail

 

Highly regarded experience and skills

  • Experience in customer service for eCommerce stores

  • Experience with Shopify or other eCommerce CRM platforms

  • Ability and understanding of eCommerce CRM or Helpdesk tools such as Zendesk, Reamaze, Gorgias, Help Scout

  • Experience in taking calls and for service and sales support

  • Understanding and keeping up with the latest trends in tech, social media etc. Don't worry, you can use TikTok here. 



Skills and attributes aside, company culture is very important to us and you must be a positive person who is always seeking to learn more and grow personally and professionally. 

 

About the Role

Every day we receive a lot of customer queries through all communication platforms including email, live chat, Instagram messages and facebook messenger and more! Your job will be to respond to every single one of these queries with the objective to respond to all open queries by the end of the day. You will also work on basic admin tasks, order processing, refunds and follow-ups for after-sales service. The role will see you working closely in a small team and alongside the directors. 

This role will be a casual full-time position Mon-Fri 9-5. 38 hours/week with the opportunity to progress to permanent full time.
 

Key Duties/Responsibilities

  •  Respond to all customer communications through emails, live chat and Facebook/Instagram messages and more
  • Effectively handle and resolve customer concerns, complaints and enquiries to ensure resolutions and also go beyond by offering product suggestions, upsells, cross sells 

  • Admin work and updating of customer records, requests

  • Creating and managing returns, refunds and exchanges, packing manual orders to send out for urgent queries

  • Understanding customers at a deeper level and working on setting up and managing a system to support customers at different levels i.e VIP/high-value customers

  • Community management through responding and engaging in Instagram/Facebook comments

  • Stay up to date with the latest trends and tech news


 

 

What we offer you:

  • Staff perks including friends and family discounts

  • A super positive, fun and laid back work environment in a small team

  • The opportunity to work for a fast-growing innovative start-up (not just a big boring corporate company)

  • Lots of growth and development opportunities, being a young company you the potential to grow into a management role

  • Full training on products, processes and systems

  • Ongoing support to achieve success both personally and professionally


 

 

To Apply

You must include a cover letter or your application will not be accepted. If we like your cover letter we will invite you to the next stage of the interview process which will be a short questionnaire followed by a final interview. 

The successful candidate must be able to work Monday to Friday between 8 am and 6 pm.

 

Applications close on the 14th of August.

 

LOCATION: Ferryden Park, South Australia 5010

 

21/07/2020 $0 Adelaide 1 Call Centre & Customer Service
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