Customer Care Specialist-Sherpr (6-months Probationary)

About Sherpr

Sherpr is a no-hassle, door-to-door service for shipping luggage, boxes, and sports equipment. We remove the hassle of lugging your items on the train or to the airport by offering you a door-to-door solution at the click of a button. Check us out at www.sherpr.com.

About the role

Our customers are the heart of our business, we care about their belongings arriving safely to their destination on time. We are looking for someone who has a proven track record of delivering first-class customer service across multiple channels, including phone calls, live chat, and email. You will be front and center throughout the full customer journey supporting our customers, from the order process to ensuring customers' deliveries are a success. We are wholeheartedly a customer-centric organization, so if you love people as much as we do, this is the role for you.

We are looking for someone who can deal with the challenges (and rewards!) of working within a small team in a fast-paced and online environment. Our business is growing, and we are looking for someone who wants to grow and develop with us. 

Duties and Responsibilities 

• Deliver high-quality and effective customer service via telephone, email, and live chat.
• Achieve and surpass the required service targets.
• Schedule bookings over the phone and via online channels.
• Actively monitor orders through to completion and proactively identify potential collection and delivery delays or difficulties.
• Liaise directly with our couriers and their customer service representatives to resolve customer issues and improve the customer experience.
• Identify and provide proactive recommendations to Sherpr to enhance the customer experience.
• Contribute to the wider growth of our fast-paced start-up.
  

Your Skills and Experience

• 2+ years of customer service experience, dealing with multiple contact channels.
• Experience dealing with couriers and customs clearance is desirable.
• A positive and resilient individual who excels at all forms of communication.
• An engaging personality with the ability to connect and empathize with people from all backgrounds.
• A creative and resourceful problem solver with tonnes of initiative.