Customer Service and Support
The Customer Service role is the first point of contact for our customers over phone, webchat & email. This role is the virtual face of Cargo Crew! Being customer obsessed is at this roles core, so it's only natural the insights the Customer Service Consultant is surfacing daily help Cargo Crew continually evolve their products & service.
WHO WE ARE
Cargo Crew’s mission is to ethically and sustainably, build brands through the design, manufacture and supply of a range of quality modern uniforms that clients and their staff want to wear.This Australian uniform business is not your average business. With an enviable brand aesthetic, unique point of difference in the market, a strong digital presence, amazing testimonials and international market growth.
OUR CULTURE
Cargo Crew is an energetic and inspirational workplace where no day is the same. A creative & nurturing culture, we love coming to work, finding solutions and going above and beyond.A large beautifully designed office space, free parking, commercial kitchen onsite and a double head La Marzocco coffee machine (don’t worry we’ve got barista training) our space reflects our business with plenty of room for growth.
We value innovation, ethical behaviour, passion, openness, ability to execute and perseverance. We work with people who embrace these same values - this includes staff, clients and supply partners.
At Cargo Crew, we pride ourselves on quality and doing things for a better outcome, never because it’s faster, cheaper or easier. Joining our crew you’ll feel confident that you’re working for an authentic business, that has so much growth in its future, you’ll be bursting to get started!
ROLE OVERVIEW
The Customer Service and Support team is a pivotal team at Cargo Crew, ensuring that our customer needs are repeatedly exceeded and resolved in an efficient and professional manner. The team are extremely proud of their reputation of being customer-centric, quick to respond and always exceeding customers’ expectations throughout every interaction.
The Customer Service Consultant role is key to contributing to this reputation and being the first point of contact for many of our customers over phone, webchat and email – This role is the virtual face of Cargo Crew!The Customer Service Consultant switches context rapidly, whether its customer to customer, geography to geography or from phone to email, this role is an expert in juggling the problems to solve.
Being customer obsessed is at this roles core, so it is only natural the insights the Customer Service Consultant is surfacing daily help Cargo Crew continually evolve their products, services and processes.
FUNCTIONAL RESPONSIBILITIES
Be a proud and confident first contact point for our customers, via phone, email and webchatUtilise your genuine passion for customer service and your strong problem-solving ability
Provide product information and assistance, always maintaining up to date knowledge of products and campaigns
Offer support and solutions to customers in accordance with the company's customer service policies
Provide empathy and understanding our customers through effective communication skills
Provide expert advice and troubleshoot technology faults that customers might be facing
Alert manager or relevant sales representative to potential customer loss or dissatisfaction
Maintain accurate records and record relevant data
Resolving enquiries with our customers via phone, email and web chat in an empathetic, professional and timely manner
Understanding key business processes relating to orders, returns, shipping, warehousing and more
Balance customer demand and multi-tasking in a fast-paced customer contact environment
Work as part of a high performing team, driving for performance excellence and stretching outside your comfort zone to develop and grow
Drive customer loyalty, advocacy and retention through exceptional customer interactions
Proactively identify opportunities to innovate and improve the employee experience, customer experience and operational excellence
Working as one team to remove roadblocks to delivering on customer needs
Providing thoughtful and insightful feedback to improve Cargo Crew products
Love and believe in great processes, ensuring existing business processes are followed and continually improved
Greet customers with energetic, optimistic energy, and a can-do attitude
KEY PERFORMANCE MEASURESPhone – pick-up time
Webchat – response time
Email – response time
Customer feedback and satisfaction
WHAT WE'RE LOOKING FOR
Previous experience in a customer facing environment that is fast-paced and ever changingAbility to work within a team with a can-do positive attitude
Exceptional communication skills (verbal & written) with demonstrated ability to deliver a service that promotes customer loyalty and advocacy
Proven ability and previous experience working to meet KPI's
Strong ability to follow processes and instructions
High attention to detail and problem-solving skills
Ability to navigate between systems and applications to source relevant information
Strong customer centricity, the ability to showcase your resilience when dealing with challenging situations
Ownership: taking accountability for the customer experience and displaying a continuous improvement mindset using your own initiative
A high level of problem resolution skills to resolve customer enquiries in a timely manner through strong analysis and decision making
The digital stuff, being tech-savvy comes naturally to you. We use a variety of systems, such as HubSpot and Slack (previous experience with these would give you bonus points)Cargo Crew is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Cargo Crew are considered without regard to race, colour, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.