Customer Support Specialist

6 months ago

Brunswick, Australia Eva Full time

Hybrid working (3 days in office, 2 days from home)
- Diverse culture focused on employee engagement and development
- B-Corp company with multi-award winning products (Good Design, Red Dot and Dezeen)
- Customer-centric support team (4.8 / 5 star rating out of 2000+ customer reviews)

**About Eva**

Hi, we’re Eva - welcome home.

With our laser focus on bringing more thoughtful design to your everyday life, we want you to come join us as we accelerate towards making more people feel at home with Eva.

People are a huge part of the way we work at Eva, and we believe in caring for each other, ourselves, our community and our customers. We value honesty and authenticity and work together with humility to make things happen When the team wins, we all win. If this sounds like a team you'd like to be part of, read on below.

**What’s the day to day like?**
- Be the main point of contact for customers on a daily basis by solving customer queries through Zendesk tickets, phone calls and other channels as necessary.
- Dispatch daily orders, ensuring successful delivery and keeping customers up to date
- Address any issues from customers and oversee day to day operations across the department such as organising returns and refunds and payment cancellations.
- Liaising with freight companies to ensure deliveries are met and keeping customers informed along the way
- Aim to delight and achieve above industry standard NPS and CSAT scores
- Strive for greater efficiency across all customer support processes including identifying processes for improvement and implementing automations where necessary

**Overview of the role**

When we say customer-centricity, we actually mean it. We truly care about our customers and in order for you to succeed in this role, we need you to really care about them too. Being a customer-centric company means that you are our port-of-call for all customer feedback which is essential when we want to be one of the best darn digital furniture companies in Australia.

**Being an entry level position**, we’d love to help train you into becoming the next voice of eva. This is great entry point into a start up, where you'll learn skills such as liaising with operations, learning from the product team, or providing important feedback to marketing. All we need from you is the right mindset to learn quickly, think out of the box and flourish in a role that’s immensely rewarding. Plus we’re a pretty cool bunch of people.

**Requirements**:

- Experience in ecommerce, logistics or retail consumer goods settings
- Are tech-savvy and have experience using and optimising Zendesk and Monday
- An ability to multitask like a task conquering octopus
- Organisational skills that would make Marie Kondo jealous.
- Calm under pressure and can think on your feet when tackling problems head-on. You don’t need to always have the answers, but you know where to find them.
- Find yourself naturally building relationships with the barista at your local coffee shop.
- Availability to work a set roster which includes one weekend day
- You’re data and metrics-driven, you’re naturally inquisitive about what the insights tell us and use this to inform decisions.
- Ability to work relatively unsupervised

**Benefits**

**What else is in it for you?**
- Flexible work arrangements (hybrid in-office and WFH)
- Annual company-wide Rest and Recover day
- Monthly team events (prev. events have included the Australian open, cooking classes & escape rooms).
- Free anniversary mattress and sweet, sweet friend/family discounts.
- Support for any course, conference or training that will help us mutually grow, ears and budget for any wild (but justifiable) ideas.
- An autonomous work environment where there is never a regular ‘days work’.
- All the coffee/ tea/ beers/ kombucha you need.
- A diverse culture and a bunch of really lovely people

Yours kindly,

Amanda from Eva

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