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January

Post-sale Customer Support Specialist

Babybee Prams - Yarraville, VIC

Marketing
Source: uWorkin

JOB DESCRIPTION

It’s an exciting time to be part of the Babybee team. We’re currently experiencing high growth, entering new product categories, and expanding into new international markets. If you’re a customer service professional who’s output focussed and genuinely loves making customers happy then we've got the perfect role for you!


The day-to-day 

  • Provide world-class customer support via email, phone, live-chat or social media – the kind they’re still talking about months later!
  • Navigating delicate warranty claims with empathy and care to ensure customer satisfaction even when their desired outcome is not possible.
  • Weekly returns management at our third party logistics warehouse in Laverton - requiring you to unbox, check and assess prams before issuing refunds.
  • Assisting with the streamlining of warranty claim systems and processes.
  • Assisting with the management of warranty claim spare parts management.
  • Working closely with our Product Manager to ensure continual improvement and constant communication of warranty issues feedback are effectively relayed to the manufacturing team.
  • Assisting pre-sale customers with their queries with the aim of maximum sales conversion.
  • Working closely with the marketing team, suggesting additional content, changes or improvements based on customer feedback to improve the end to end customer journey.
  • Checking tracking information to provide delivery updates for customers.
  • Updating orders and issuing confirmations.
  • Provide weekly & monthly reporting on team and individual performance and customer insights and pain points.
  • Assist with the coordination and running of monthly pop-up warehouse sales.


About you

  • You genuinely love working with customers and you thrive on making each customer’s experience truly amazing!
  • Patience & empathy are two of your strongest traits and you have a genuine care for all customers.
  • On the flip side, you have a lot of resilience, do not take negative customer feedback to heart and aren’t afraid of difficult customer conversations or picking up the phone to resolve an issue.
  • You have a strong work ethic, a willingness and ability to learn and get involved across all areas of the business.
  • You are very attentive and have strong attention to detail.
  • You’re tech-savvy, know your way around a spreadsheet and if you haven’t used a specific web-based platform or database previously, you’ll figure it out and be confident navigating your way around in no time.


Experience

  • You’ll have a minimum of 3 years’ experience working in a customer service role with experience managing warranty claims highly advantageous.
  • Exceptional written communication skills required.
  • Experience using an eCommerce or web platform, updating websites or similar.
  • Experience using web-based customer service platforms (such as Help Scout, Zen Desk or similar) advantageous.
  • Experience working in operations, logistics or spare parts management also advantageous.

About us:

Babybee Prams are a young eCommerce business, disrupting the pram industry in Australia. Only 5 years young, we’re experiencing rapid growth and set to expand into international markets and new product categories in 2020. We’re a lean team of high performing individuals who thrive on hard work and celebrating the success that our efforts bring!


What we offer:

This is an exciting career opportunity with the opportunity to make your mark on a fast-growing, award-winning, Australian business with limitless potential. You'll have the autonomy to make decisions that directly impact the growth of the business and will be rewarded with the feeling that business success brings to our passionate, close-knit team. Say goodbye to red-tape, politics, drawn-out approval processes and meetings for meeting's sake – welcome to small business!


Role specifics

  • Permanent, full-time position
  • The role is based on-site at our Yarraville head office. Close to Yarraville station.
  • Salary and job description negotiable for the right candidate.

Please note: we have an office Labradoodle so you will need to be happy with giving the occasional pat or having him sleep next to your desk!


Application process

Applications will be accepted via the following link only: https://forms.gle/Vzt27HtEBWdqzAk79

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