Customer Service Specialist - BS

We are looking for a Customer Service Specialist for our Sydney-based client, who manufactures and retails high-quality water sports and camping equipment.

Customer Service Manager
The successful candidate will focus primarily on all aspects of customer satisfaction and care as well as the supervision of the order management and customer support team

Primary Role
Interact with customers on a daily basis, responding to questions and guiding them to the appropriate service level via online ticketing, live chat, phone and other communication methods.
Handling complicated or escalated enquiries
Handle customer complaints to improve retention (warranty claims, returns, damaged on delivery and other customer issues)
Relaying feedback from customers to management
Dealing with suppliers, including providing analysis to these suppliers and the warehouse on product and process improvement
Improving and constantly updating policies, processes and practices in the company's knowledge base.
Help the business be more customer focused (using your influence to enact customer focus changes)
Coordinate with other teams/support to ensure the requests of customers are met and communicate effectively with the warehouse for customer’s delivery date.

Secondary Role
Manage and train the customer support and order management team.
Set reasonable customer satisfaction goals and work with the team to meet them on a consistent basis (google reviews, product reviews)
Delegating responsibilities to teaUpgrade to see actual infombers.
Analyse trends of customer queries/solutions. (Via ticketing and phone analysis)
Report customer enquiries and trends to management with recommendations and solutions
Ensure customer satisfaction is met best at all times. Monitor, resolve and escalate outstanding issues.
Administration tasks as required to support the expansion of the business

Type of person:
Strong English communication and writing skills
Proven track record as customer service manager with ticket handling experience
Show empathy and sympathy, calm upset or angry customers, whilst navigating a solution to their problem in a timely manner. With experience comes these qualities, as over time you deal with a wide range of customer types and learn how to deal with them in different ways to achieve the ultimate outcome.
With a high level of confidence regardless of knowing a product or process, to be able to stand their ground when a customer is pushy, demanding or demeaning.
High Level critical thinking (analytical with problem-solving skills)
High Level of Learning Ability (Product and system process knowledge)
Ability to adapt the company language and tone when communicating with customers
Ability to make quick calculated business decisions
Excellent organisational skills
Extensive e-commerce background
Strong time-management skills
Ability to translate your skills to the team through training and mentoring
You love sports and have a keen interest in water sports
You are passionate about all things relating to customer service with creative problem-solving skills,
Hunger to learn with a positive attitude and sense of humour
Love working as part of a dynamic team and working independently

Tools Experience:
- Fluent with Customer Relationship management systems - Zoho preference, Salesforce or Zendesk
- LiveChat, Zoho and Zoho DESK ticketing, AirCall Phone system, Cin 7, Xero.
- >Facebook Community Group Moderating
- Experience working with the Shopify platform
- Proven experience of proficiency in Excel