Customer Support Specialist

6 days ago

North Altona, Victoria, Australia Hampers With Bite Full time $45,000 - $60,000 per year

JOB PURPOSE

Hampers With Bite is looking for Customer Support Specialists to help make our peak season a success

This is a casual contract position, full-time in our Altona North Office from now until December.

As a Customer Support Specialist, you'll be the first point of contact for our customers and clients, assisting with order inquiries, tracking, product questions and most importantly - issue resolutions. You'll have a customer-first attitude, and handle escalations with professionalism, efficiency and kindness, ensuring every customer feels supported and heard during our peak season.

Ticket Management

  • Respond to customer inquiries via email, live chat or phones in a timely and professional manner.
  • Manage and resolve escalated issues including but not limited to delivery delays, order errors, customer mistakes and product concerns.
  • Track, update and maintain accurate records in Hubspot CRM
  • Provide proactive, customer-first solutions and work swiftly with internal teams to resolve issues
  • Maintain high levels of customer satisfaction and retention by ensuring clear, empathetic and solutions focussed comms
  • Assist with season surges in ticket volumes

Knowledge (Qualifications/Work Experience)

  • Minimum 1 year experience in a similar role

  • Proficiency in CRM or Helpdesk platforms (Hubspot)

  • Dialpad or other

Skills

  • Excellent verbal & written communication skills
  • Problem solving
  • Customer first mindset

Attributes (Attitudes)

  • Positive
  • Adaptable and agile
  • Ability to work autonomously and part of a collaborative team
  • Organised and solutions focused with a genuine passion for for delivering authentic and positive customer experiences

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