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.
