Customer Service Expert

**About Floofers**

**About the Role**

We are really looking for that superstar who can help set the benchmark and tone for our future customer service team Whilst this an entry level role, there is also a strong possibility for advancement and higher duties as our company grows, so someone who displays strong leadership skills and potential will also be viewed very favourably.

This role will predominantly be outside of business hours, including but not limited to Mon-Fri nights, and Saturday’s. These hours may change as business needs fluctuate, so you’ll need to be flexible. You’ll also be provided with flexibility on where you work, as this will mostly be a work from home role. There will be the occasional office or meeting day, and of course team events and celebrations

**Your responsibilities would include but are not limited to the following**:

- Report to, and work closely with the Customer Operations Manager as we build out a customer service function to serve a rapid growth start up
- Act as the primary source of engagement for customers via a variety of channels, including but not limited to answering queries and questions on Live Chat, phone and social media
- Meet and exceed agreed KPIs and SLA’s in terms of customer responsiveness, and any other agreed performance or customer metrics
- Assist with other customer-related ad hoc tasks, such as providing feedback and updates on customer issues, customer trends, surveys, and other miscellaneous tasks
- Help build, maintain and update processes and operations on our knowledge management systems (KMS), CRM, and any other relevant system
- Provide suggestions to leadership for improving customer experience, internal processes and any other great ideas for improvement
- Help support the on-boarding of new customer service team members as they join the business

**To be successful in this role you must have/be**:

- Tertiary qualifications in Communications or a related discipline, or equivalent demonstrated experience
- Demonstrated prior experience in a previous customer facing role whether in-person or online would be advantageous
- High levels of empathy and ability to genuinely listen
- Excellent oral and written communication skills
- Strong ability to multitask & have impeccable attention to detail
- Ability to carry out tasks independently, and not afraid to raise issues that require attention
- Self-starter, highly motivated to succeed and keen to build a bigger role for yourself
- Systems and web-savvy and be able to pick up new systems quickly
- Strong, genuine team-player skills with a can-do attitude
- MUST be a pet lover

**Benefits**:

- Work in an early-stage start-up, experiencing from the very beginning what goes behind the scenes to achieve rapid growth
- An opportunity for progression, we are ultimately looking for someone who can grow into the role and is keen to take on more responsibility, this is a genuine career opportunity for the right person
- Regular access to the senior management team, including founder, senior leadership team and company advisors
- Be part of a top talent team, composed of diverse individuals coming from widely different backgrounds and geographies
- A fun and relaxed team, made up of fellow pet lovers
- Training provided
- Potential incentives and bonuses based on performance

**Job Type**:Casual, 20-25 hours per week (initial contract term of 3 months)

**Job Types**: Subcontract, Casual

**Salary**: $25.00 per hour

**Benefits**:

- Work from home

Schedule:

- Afternoon shift
- Day shift
- Evening shift
- Flexible hours
- Weekend availability

**Experience**:

- Customer service: 1 year (preferred)

Work Authorisation:

- Australia (required)