Customer Service Agent

**About Us**

Kaddy is an exciting early-stage hypergrowth start-up that aims to simplify and improve the US$300 billion global wine supply chain by connecting the various stakeholders using technology.

Our core product is a cloud-based SaaS platform that provides the wine industry with an end-to-end supply chain solution that dramatically reduces delivery times, costs and administration. We also offer a B2B marketplace.

We are looking for an experienced, ambitious and hands-on Customer Service Specialist to join our rapidly growing team of passionate professionals.

The warehouse is located at 3b/215 Browns Rd, Noble Park North VIC 3174

**The opportunity**

**Your responsibilities**:

- Deliver a best in class customer experience in a high-volume, customer service environment through multiple channels.
- Handle all customer queries with the goal of providing an efficient, effective resolution while delighting our customers, going above and beyond to build loyalty and advocacy
- Deliver on all team and individual KPIs, including productivity targets and customer satisfaction metrics (CSat, NPS and Retention Rates)
- Be open and receptive to feedback and coaching as we pride ourselves on living our continuous improvement mindset
- Positively contribute to our passionate, customer-oriented, and results-driven team
- General warehouse administration duties

**Your ideal experience**
- Minimum 2-year professional experience in a fast-paced, results-driven environment where you were managing internal or external customer requests. This may have been a contact centre for an e-commerce business.
- Logistics experience (experience working with courier partners on investigation’s where packages are etc)
- Warehouse experience is highly regarded
- Knowledge and experience within the Wine industry is desirable, but not mandatory
- Tertiary qualification desirable, but not mandatory
- Fast learner with strong fluency in Web Technologies and the Internet

**What awesome looks like**
- Exceptional English written and verbal communication skills - You can compose thoughtful, personalised responses to customers
- High EQ to truly connect with customers, ask quality questions and anticipating needs
- Customer-centric mindset and natural tendency to go above and beyond to solve problems
- Outcome-oriented / results-driven - thrives on solving issues efficiently while giving an excellent experience
- Excellent problem solving and listening skills, using strong judgement and patience to manage the most complex customer requests
- Resilience for troubleshooting & dealing with difficult stakeholders (you love turning these situations around)
- Strong time management skills and naturally well organised - You work efficiently within time constraints and are able to cope with a variety of demands and prioritise tasks
- High self-motivation & discipline to work effectively from home and independently resolve customer issues
- High-level professionalism and maturity
- Business Development skills - a willingness and a social style to engage with customers about purchase decisions.

**Work Perks**

Fun and dynamic team environment

A flat structure work culture where all team members and ideas are valued equally

**Next Steps**

This is an exciting time to join a disruptive organisation led by an industry veteran that has seen significant success since inception. If you think you possess the necessary skills and experience to be successful in this exciting role, please APPLY NOW.

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

**Salary**: $55,000.00 per year

**Benefits**:

- Professional development assistance

Schedule:

- 8 hour shift

Supplemental pay types:

- Performance bonus

**Experience**:

- inbound call centre: 1 year (preferred)
- customer service: 1 year (preferred)