Account Manager
Element451
Customer Experience Specialist
Quad Lock
full-time
Posted on:
Origin: • 🇦🇺 Australia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Quad Lock is an Australian company making patented smartphone mounting systems for cycling, motorcycling, driving, running, marine and lifestyle markets
- Company is based in Melbourne and is a certified Great Place to Work
- Join a cohesive, vibrant and collaborative culture with opportunities for growth and development
- Customer Experience Specialist will engage with the community across all support channels and create customer-centric solutions
- Utilise customer insights to support strategic direction and deliver best-in-class product and experience
- Play a critical role as the voice of the brand across support channels and support the global support team
- Act as an advocate for customers, capture and report feedback to the wider business
- Support continuous improvement in policies and procedures
Requirements
- Previous experience in a customer-facing position
- Excellent communication skills, both verbal and written
- Proficient in Zendesk or similar ticketing platforms
- Excellent analytical skills
- Empathetic - ability to remove emotion from rhetoric and understand customer needs
- Ability to work autonomously and in a collaborative team environment
- Comfortable providing support via social media and adapting communication style per platform while maintaining brand tone
- Ability to deal with complexity, including issue-based problem-solving
- Inquisitive with desire to understand product intricacies and nuances
- Experience with NetSuite or Shopify (highly desired)
- Proven success in Customer Support within the retail or e-commerce environment (highly desired)
