Customer Support Agent
Hours: Evening shifts - 2PM to 10PM
ABOUT THE ROLE:
PrettyDamnQuick (PDQ) helps e-commerce businesses deliver online orders to customers faster for less. Basically, we’re on a mission to provide an Amazon-like customer experience for small businesses.
Make better delivery decisions: PrettyDamnQuick is a delivery management solution for people that hate managing logistics. It's an intuitive platform built for the Shopify age that transforms delivery into a powerful sales growth engine.
Get started in minutes to optimise and streamline everything from checkout-to-delivery in one simple, integrated workflow. Master your entire order process and tackle exceptions so that issues are resolved before they become negative reviews and sh*p hits the fan.
Requirements
This job is suitable for someone::
- Proven experience in a customer facing role, preferably within a SAAS environment
- Ability to maintain a positive, empathetic and professional attitude toward customers at all times
- Excellent English communication skills, both verbal and written
- Ability to multitask, prioritise, and manage time effectively
- Customer orientation and ability to adapt/respond to different types of customers
- Experience with Live Chat platforms & CRM (Intercom preferred)
- Advantage: experience with eCommerce, Shopify, Stores, monday.com, Slack and Jira
What you will be doing:
- Respond to customer queries in a timely, accurate and professional way, via chat (LiveChat) or email
- Report and escalate customer issues/bugs to relevant departments
- Follow up with customers to ensure their queries are resolved
- Process and log important information about customers into the CRM system (HubSpot) and Monday.com
- Collect customer feedback to ensure overall customer satisfaction within the company
- Collect customer feedback & requests and share with relevant teams (outbound)
- Able to cover later shifts and weekends on occasions when other team members are on vacation or during peak period
Benefits:
- Private medical insurance (after 6 months)
- Hybrid working model - work from home, office or both
- Regular team meetups - dinners, outdoor activities and events
- Opportunity to travel
- Access to further learning & development courses