Customer Experience Specialist (B2C)

Job Description

Our mission to positively impact people's lives every day in every home around the world allows our employees to be thinkers and tinkerers, designers and doers, creators and number crunchers, makers of things they love. Shark Ninja is expanding our APAC business and scaling it rapidly. Our two brands, Shark, and Ninja, have enjoyed unprecedented growth in the past 5 years, driven mainly by the very strong innovation pipeline on both brands. Given this success in our existing markets, Shark Ninja has embarked on a bold plan for growing APAC business, in which ANZ plays a critical role. As we continue to grow, we are looking for a Customer Experience Specialist (B2C) to join our team. This role will be based in Sydney. Position Overview: The Customer Service team will be responsible for providing Best in Class, high quality Customer Service by acting as the contact point for our consumers. This Customer Service Agent (CSA) will handle a broad range of brand specific enquiries for our consumers for both Pre and Post Sales care around product information and comparisons through to troubleshooting and warranty claims. Here are some of the EXCITING things you will get to do: Receive and action all inbound consumer enquiries from various channels of communication including phone, email, Live chat and webforms Use clear communication to identify the consumers needs and resolve in the appropriate fashion, utilizing the tools and resources available Escalate consumer complaints in line with the Standard Operating Procedures. Maintain consistent communication with all parties to ensure prompt resolution Work autonomously with the understanding of expectations set out, proactively educating on all legacy and newly released products, services, and systems. Remaining confident in providing the ideal resolution in line with the Standard Operating Procedures Collaborate with multiple teams including but not limited to Sales, Marketing, Logistics and Operations; to achieve common goals Proactively contribute ideas to enhance the consumer experience and improve process efficiency. Experience: Minimum 2 years’ experience in a customer service operation with a similar scope and scale, additional prior experience in a logistics or sales function is beneficial Strong Microsoft office and CRM Systems Experience Demonstrate adeptness in listening, understanding, and empathizing with consumers, while maintaining clarity on how to exceed their expectations. Recognise when assistance is necessary and take the initiative to bridge any knowledge gaps through self-directed learning. Excel as a proficient communicator both verbally and in written form, ensuring clarity and coherence in all interactions. Lead us to be “RARELY SATISFIED ” Make things better each day; “PROGRESS OVER PERFECTION ” Use your knowledge of our consumer, understand that “DETAILS MAKE THE DIFFERENCE ,” Deliver something great; “WINNING IS A TEAM SPORT ” Be clear and honest, “COMMUNICATING FOR IMPACT. Explore SharkNinja on our social channels: Seniority level Associate Employment type Full-time Job function Customer Service Industries: Appliances, Electrical, and Electronics Manufacturing #J-18808-Ljbffr