Job Description

Job Description

Quick overview:

• On a daily basis communicate with customers around any areas they need assistance with after the point of sale
• You will be the first point of contact for any customer needing assistance after the point of sale. This might be via email, telephone, livechat, SMS etc.
• You will need to collaborate closely with other departments such as Logistics and Sales.
• You will need to communicate effectively and professionally with external partners, such as vendors and delivery partners

What you’ll do:

Core responsibilities:

• Delivery excellent customer service for all customers on a daily basis
• Answer calls in a timely manner so that we are proactively problem solving any issues that customers need assistance with (our goal is to answer all calls within 30 seconds)
• Reply to all email enquiries that we receive on a daily basis within 24hrs
• Maintain clear and concise records for any cases you are working in our systems (Netsuite/Gorgias/Pipedrive/Shopify)
• Maintain professional verbal and written communication with all customers, colleagues and stakeholders at all times without fail

Day in the life:

• Receive inbound telephone calls and answer within the desired timescale (30 seconds)
• Respond to customer queries via email within the desired timescale (24hrs or quicker)
• Keep up to date records within our CRM system (Netsuite/Gorgias/Shopify)
• File claims with delivery partners were appropriate, ensuring all documents are uploaded effectively to ensure a positive outcome on that particular case for Build Direct
• Communicate with multiple departments internally and communicate with external stakeholders to problem solve issues that you are facing with the goal of finding a solution that is in line with our terms of sale and the customer needs
• Maintain our policies and procedures as outlined in our terms of sale

Performance / KPI’s:

• Our main goal as a Customer Success Specialist is to find a resolution to any customer related issues in a timely manner. We are able to measure how long a case takes to find a resolution by looking at the time a case was opened and when it was closed in our system (Netsuite/Shopify/Gorgias/Pipedrive).
• With that in mind our goal is to close out / reach an outcome in terms of resolution within 24hrs.
• However, it is worth noting, certain scenarios e.g. a 30 day return, systematically in Gorgias will show as open for a longer period of time as we have to account for the transit time back to the warehouse. But we can reach the outcome for the customer within 24hrs even for a return. E.g. – ‘Yes this is a 30 day return, this is what it costs to return, do you want to go ahead. Yes or no’.
• On a daily basis things like the amount of discount or compensation you provide to a customer is measured, so while there is not a strict figure to keep to here, be aware that should you need to justify the amount of discount and / or compensation provided to a customer you should be ready to do so
• Answer calls within 30 seconds of the line ringing. We can measure / monitor this through the telephone system we use
• Respond to all email enquiries within 24hrs. This is measured through a shared inbox we use as a team and you will have assigned emails under your color within that inbox daily.

Succession planning:

Where to next:

• Within the organization professional growth is always encouraged. That may be growth within the same team, or growth by moving to a different department within the company if this aligns with your skillset and career objectives.
• Other departments that you will work with and potentially develop a career path towards might be:
• Logistics
• Sales

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