Customer Care & Experience Associate

Company Description

Drive Yello is an Australian tech startup that helps businesses provide last-mile delivery solutions to meet the ever-increasing demand for same-day delivery. Businesses can choose to use the Yello platform to either manage their own fleet or book a crowdsourced courier for a shift or a single delivery. Currently expanding operations within Australia, continuously expanding globally opening a whole world of opportunities.

About The Role

We are looking to strengthen our support operations by making our customers our raving fans of our service both the store and driver community. The goal is to create raving fans that can’t stop talking to their friends, family, peers, and co-workers about the amazing customer service and overall experience they had with our business. You will act as a liaison, provide product/services information, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. This role reports directly to the Director of CCE.

Responsibilities

• Hybrid position and manage large amounts of incoming calls, chats and emails
• Processing orders, forms, applications, and requests.
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure the resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

Qualifications

• Minimum of 1 year experience in logistics and customer service.

• Must have a reasonable understanding of the logistic e-commerce platform

• Knowledge of SaaS products and support

• Familiarity with special terms handling, enterprise contracts, and orders

What you need to succeed

• Ability to navigate & work across disparate systems and applications as an adaptable “human API”
• Creative problem-solving skills, with the ability to be agile and flexible in your thought and implementation
• Detail-oriented and able to execute complex processes
• Agile multitasker who thrives in a quick-paced environment
• Self-starter who is comfortable taking the initiative
• Helpful, dependable, meticulous, and organized
• Quick learner who self-manages in a remote environment
• Maintaining a positive, empathetic, and professional attitude toward customers at all times

Must have

• Reliable computer

• Stable and high-speed internet - at least 200mbps internet

• Back up Internet

This is a freelancer (contractor) role, to work remotely