Customer Experience Specialist

3 weeks ago

Surrey Hills, Australia DIG Options Full time

Trak Racer has grown over 500% since 2019 and risen to become THE global leader in Sim Racing products with warehouses in 11 countries and partnerships with the Alpine F1 Team, Airbus AirCraft and more.

With an exciting journey ahead, this award-winning Sim Racing Group with the appetite for global growth and expansion over the next 3 years is looking to strengthen their customer experience with a clever and fast-thinking customer support specialist.
- **Ready to be part of this rocket ship with an inclusive CEO?**_

**About the Role**

This position requires an analytical thinker and diligent implementer who will work closely with the Customer Support/Sales Manager; as well as collaborating with the wider teams to ensure our customers experience is front and centre as they engage with our products and services.

Your primary focus will be to respond and support our customers across our digital channels in a timely and professional manner.

**Summary of Responsibilities**
- Assist and educate inquiring customers on relevant product offerings, utilising all opportunities to upsell
- Identify and escalate any issues to ensure they are resolved in a timely manner
- Work as part of a close team to ensure our customer always comes first in every interaction
- Identify opportunities to improve the customer experience and take ownership to make it happen
- Process and release orders; process returns and refund
- Work across multiple brands & international markets (Australia, US, EU, UK and Asia)
- Collaborate with the global team daily to optimise general CS workflow

**Who You Are**
- Minimum 2 years experience in customer service
- Excellent verbal and written communication skills
- Technology and social media savvy
- A team player who shows up daily with a can-do attitude plus a high degree of initiative
- Able to tackle a high volume of tickets, social, and phone calls in a fast paced environment
- Must have the ability to diagnose a problem and find resolutions
- Must be able to prioritise and organise workflow while following company's SOPs
- Must have good attention to detail and ability to multi-task
- Curious about learning new products and services

**What is on offer**
- Competitive salary with incentives
- Real career development opportunities
- Supportive management team
- Become part of a growing & exciting business
- Great location, close to public transport

Trak Racer are proud partners of **Alpine F1** team and **Airbus Aircraft.**

**Job Types**: Full-time, Permanent

**Salary**: (based on experience)

**Benefits**:

- Employee discount
- Professional development assistance
- We are growing fast and can support your career progression

Schedule:

- 8 hour shift

**Experience**:

- Customer service: 2 years minimum
- Tech savvy
- Freshdesk experience (preferred)
- Ecommerce experience (preferred)
- Knowledge, interest, or experience with simulation racing (preferred)

Pay: $60,000.00 - $75,000.00 per year

Supplemental pay types:

- Annual bonus
- Commission
- Overtime pay
- Performance bonus

Work Authorisation:

- Australia (preferred)

Work Location: In person

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