Customer Success Specialist

Position Overview

We are seeking an enthusiastic and detail-oriented Customer Success Specialist to join our dynamic team at Clicks. As a Customer Success Specialist, you will play a crucial role in ensuring our customers have an exceptional experience with our products. This role offers a unique opportunity to grow your skills in a thriving tech startup environment, working across a global team you will engage closely with different areas of the business and learning advanced customer service systems.

Key Responsibilities

● Multi-Channel Customer Support: Communicate professionally to customer enquires, providing solutions and support for a range of subjects. Achieving set SLAs for each channel: Live Chat, Email, Social Media DMs and Comments. Be the voice of the brand. ● Managing communication with 3PL partners: Addressing shipping-related inquiries, including customs requirements, invalid shipping details, and providing shipping forecasts.

● Inventory Management: Perform daily updates of stock and inventory, ensuring accurate records and availability of products. ● Returns Handling: Manage the process of returned items, including coordination with customers and updating inventory status. ● Order Tracking: Monitor and check order statuses through Shopify, ensuring timely processing and delivery of customer orders.

What You'll Learn: ● Advanced Order Management Skills: Gain in-depth knowledge and expertise in using e Commerce and Shopify for order management and inventory tracking. ● Stock Organisation: Develop skills in efficient stock organisation and management techniques. ● Business Insight: Acquire insights into the operations of a successful tech startup, understanding the interplay between various business functions.

● Customer Service Systems: Learn to use advanced customer service platforms such as Zendesk to manage and enhance customer interactions. ● Logistics Coordination: Develop a strong understanding of logistics operations, including coordinating shipments, managing tracking systems, and optimizing delivery timelines.

Qualifications

● Graduate level ● Excellent written and verbal communication skills. ● Online and Community awareness ● Strong organisational skills with attention to detail. ● Ability to work independently and as part of a team. ● Familiarity with Shopify and/or Zendesk is a plus. ● Experience in customer service or community management is preferred.