Freelance Agent

Offshore
Expression of Interest
Contract/Temp
Serve as the first point of contact for customer enquiries and feedback 
To ensure our customers are receiving quality responses in a timely manner with best possible customer experience 
To optimise the local and offshore customer happiness team productivity, service level and workflow
To provide clear communication regarding order issues between the customer, warehouse, departments and stakeholders

What key responsibilities does this role have at Showpo?

    • Ensure customer enquiries are dealt with in a timely manner across all channels (chat, phones, social and emails)
    • Maintain high level of customer satisfaction rate across all channels 
    • Following up high risk queries as a priority
    • Continued development and improvement of customer service level 
    • Maintenance of google spreadsheets in conjunction with warehouse personnel to monitor service levels
    • Ability to work effectively as a team to put the customer first at all touch points

Qualities we look for...

    • 1+ year experience in delivering awesome customer experience results 
    • Perfect written and verbal communication skills. Your English needs to be bang on.
    • You can talk the lingo and embrace the Showpo girls communication style
    • Adaptable, flexible and able to work autonomously and unsupervised
    • Typing speed > 60 words per minute
    • Experience in online retail, e-Comm and CRM platforms 
    • Experience with live chat and phones
    • Ability to make recommendations for systems and processes to improve service
    • Solutions focused with a very positive outlook
    • Calm under pressure
    • People willing to roll up their sleeves and do whatever needed to make shIT happen

It would be great if you had:

    • Flexibility and adaptability in a fast-fashion/online retail business
    • Strong Instagram, Facebook and Snapchat game
    • Proven track record in implementing customer interaction systems of work
    • Worked in a KPI focused business
    • Familiarity with online merchandising practice

Perks!

    • Fortnightly pay
    • The opportunity to be part of our rapid expansion
    • Working with a small team – gaining massive exposure to a eCommerce business
    • Great learning opportunities
    • Work closely with award winning people in an award winning business