Customer Success Manager

2 weeks ago

Sydney, New South Wales, Australia Pergolux Full time

Overview
PERGOLUX is a rapidly growing e-commerce company in the Home & Garden sector that designs, manufactures and sells pergolas.
Founded in Norway, PERGOLUX operates in more than 15 countries across Europe, Australia, North America and South America.
If you have a passion for outdoor living products and want to work in a dedicated environment with amazing colleagues, you've come to the right place.
We make the dream possible.
Be part of our dream team
What You'll Do
Serve as the primary contact for technical requests between Product Development and Customer Service.
Act as the liaison between Customer Service, Logistics, and the Warehouse, ensuring smooth operations.
Prioritize orders for both Customer Service and Marketing to meet business needs.
Be the contact person for installation partners.
Handle second-level escalations with efficiency and professionalism.
Process and handle refund requests promptly.
Organize and lead weekly Customer Service meetings.
Provide 1-on-1 support for challenging customer success cases.
Conduct onboarding and product information training for new team members.
Manage all payment disputes, ensuring they are resolved and customer satisfaction is achieved.
What We're Looking For
2-3 years of experience in a similar role, demonstrating proficiency in customer success management.
Excellent communication and interpersonal skills in English.
Highly organized and structured with strong time management abilities.
Strong technical understanding with a solution-oriented mindset.
Proficient in complaint management and conflict resolution.
Exceptional customer service skills with the ability to build and maintain strong customer relationships.
Empathy and active listening skills to understand customer needs.
Analytical and problem-solving abilities to address customer issues effectively.
Proactive and self-motivated attitude with adaptability in a dynamic environment.
Proficiency with customer relationship management (CRM) software and familiarity with customer journey mapping.
Experience in account management, upselling, and product onboarding and training.
What We Offer
International Collaboration: Work with global cross-functional teams including sales, customer service, marketing, and product.
Professional Development: We value continuous learning and provide resources to enhance your skills.
Significant Impact: Your work will contribute to PERGOLUX's growth and brand visibility.
Dynamic Team: A team of amazing colleagues who support each other.
Comprehensive Vacation Policy: 27 vacation days per year, increasing by one day per year of service up to 30 days.
Hybrid Working: 80% on-site / 20% remote.
Team Events: Regular events that foster connection and fun.
Free Snacks and Drinks: Complimentary snacks and beverages in the office.
We look forward to receiving your application and resume.
For more insights into PERGOLUX culture, visit our LinkedIn or Instagram pages: ,
Job Details
Seniority level: Associate
Employment type: Full-time
Job function: Other
Industries: Online and Mail Order Retail, Retail Furniture and Home Furnishings, and Furniture and Home Furnishings Manufacturing
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Sydney, New South Wales, Australia
Salary: A$110,000.00–A$130,000.00; A$100,000.00–A$140,000.00; A$120,000.00–A$140,000.00 (various postings)
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