Customer Service Hero

Do you love art, craft and cooking experiences? A tech startup on a social mission is looking for an enthusiastic and eloquent Customer Service Representative with great customer facing skills to join our fast-growing team and make a big impact.

**About ClassBento**

ClassBento is a funded tech platform, providing 10,000+ fun art, craft and culinary classes in Australia, both in-person and online. We connect carefully curated teachers with anyone across Australia wanting to learn everything from flower crown making to candle making; from cooking classes to Kokedama and Kintsugi - one in every 100 Aussies has already attended one of our classes and we have an average 4.9 out of 5 star rating from 80,000+ reviews.

At ClassBento we’re all about getting people to switch off, learn new skills and discover new passions. Our super-connected culture has led to a massive increase in stress levels and burnout and many people are finding it increasingly difficult to maintain a healthy balance. The wellbeing experiences we offer on ClassBento provide the perfect opportunity to take a step back and have some fun creating something with your own hands. To further our mission to improve mental wellbeing, we also donate to Dementia Australia with every booking. In Australia, we’re also proud to help NDIS participants find experiences that help them to improve their skills and community participation. We are a close-knit team that is expanding in a high growth culture and environment.

**About the role**

You will be joining our team as a Customer Service Hero of ClassBento. You will manage our inbound channels pre and post booking, ensuring a great customer experience for customers looking to book a group event like team building or celebrating a special occasion; or individuals looking to enjoy or gift a unique experience.

This is a full-time role, working Monday to Friday. Part-time applicants will not be considered. You will be expected to be in our office (Chatswood, NSW, close to the station) at least once or twice a week, with the flexibility to work from home at other times.

**Responsibilities**

For our inbound customers, you will identify and recommend amazing arts and crafts experiences from our website; and you will provide prompt and accurate answers to queries.

You will act as the intermediary between our customers and teachers where needed, to resolve queries and conflicts.

For our corporate clients, you will be their liaison, with the goal of converting leads into bookings. You will ensure that teachers respond to them in a timely manner, and help clients with their questions and requests.

You will use the insights you gain from speaking with customers to come up with improvement opportunities for our processes and customer experience design.

(optional) If you are skilled at using Zendesk or similar software, you may also have the opportunity to update our Zendesk setup, logic and rules to improve the efficiency of our global customer service team. Similarly, if you are skilled and passionate about documentation, you may have the opportunity to help us maintain our global guides and build best practice.

**Required Skills and Experience**

2 to 3 years experience in a similar client-facing role

Strong (verbal and written) communication skills with an ability to build relationships

Customer service skills

Enthusiastic and outgoing, with an extroverted personality - you’ll be talking to people almost all day

Resilient - most of our customers love us but you’ll need to be able to calmly handle challenging situations when they arise without letting them get you down

Adaptable - we are a rapidly growing company and you’ll need to be comfortable with change

Outstanding organisational skills - you never forget a task

Good attention to detail

Team player

Stakeholder management skills

**Nice to have**

Experience with Zendesk (or equivalent software)

Working with small business owners and events planners

Experience working at a technology platform / marketplace company, similar to ClassBento

**The fun stuff**

Join a talented team, making a social impact

$1000 of free experiences on ClassBento, and $500 training / skill development budget, each year

Flexible office and remote based work environment, with an office in Chatswood 3 minutes from the train station

Professional growth potential

Family friendly

Pay: $50,000.00 - $55,000.00 per year

**Benefits**:

- Employee discount
- Professional development assistance
- Work from home

Schedule:

- Day shift

**Experience**:

- Customer service: 2 years (required)

Work Authorisation:

- Australia (required)

Work Location: Hybrid remote in Chatswood NSW 2067