Customer Service Representative at Alternate Doors

This role is key to helping build the Sendy brand and delivering outstanding customer support. We provide a platform for small businesses and individuals to connect with Drivers to move packages, anytime, anywhere. We thrive on delivering top of the market customer experience and we’re looking for a customer service representative to help deliver on our vision and mission.

Responsibilities for the Customer Service Representative Job

• Manage all customer concerns during the shift.
• Tame upset customers and convert them to passionate brand ambassadors.
• Work with the Operations team to ensure all deliveries are handled with excellent customer experience.
• Report to the support team on issues faced, lessons learned, customer demands and delivery metrics.
• Inform customers of current promotions or special sales.
• Monitor social media platforms and respond to all queries within minutes.
• Maintain a high level of professionalism with customers and working to establish a positive rapport with every caller.
• Remain professional and courteous with customers at all times.
• Proactively Identify and assess customers’ needs to achieve satisfaction.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Follow communication procedures, guidelines and policies.
• Actively participate in formulation of our customer experience strategy.

Qualifications for the Customer Service Representative Job

• Bachelor’s degree.
• Excellent computer skills.
• Ability to communicate at all levels with customers by phone, live chat, social media channels, and email.
• Proactive.
• Must be available to work occasional nights, holidays and weekends.
• Comfortable operating in a fast paced, deadline driven environment.
• Proven customer support experience or experience as a customer service representative.
• Expert multitasker.
• Active listener and confidence over the phone.
• Can troubleshoot / problem solve without getting others involved.
• Customer orientation and ability to adapt and respond to different types of customer personalities