Customer Success Executive

At Postship, we are pioneering advancements in e-commerce and retail logistics through our innovative order tracking software. Our solutions are designed to optimise the post-purchase journey for businesses and consumers alike, enhancing satisfaction and streamlining operations. As we expand, our dedication to innovation and exceptional service remains paramount.

Job Summary:

We are seeking a dedicated Customer Success Executive to join our night shift team, focusing on our US customer base. This role requires excellent problem-solving skills and a commitment to providing outstanding customer support. You will be pivotal in ensuring that our US clients receive timely, accurate, and empathetic assistance, directly contributing to their satisfaction and our success.

Key Responsibilities:

Provide real-time support to customers via chat, email, and phone, addressing inquiries and resolving issues with a focus on user satisfaction.
Understand and effectively communicate Postship's technology and services to assist customers.
Work closely with other departments to resolve customer issues, ensuring a cohesive experience.
Maintain detailed records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Use customer feedback to help enhance Postship’s services and the overall customer experience.
Monitor shipment and delivery statuses, providing updates and solutions to customers.
Handle critical customer complaints or issues during the night hours, ensuring that all responses are coordinated and meet company standards for quality and customer satisfaction.

Qualifications:

1. Proven experience in customer service or a related field; experience in logistics or e-commerce is a plus.
2. Strong communication skills and fluency in English; additional languages are an asset.
3. Ability to work independently and make decisions under pressure.
4. Proficient in CRM software and strong technical skills to navigate software tools used for customer interaction.
5. Empathetic and patient customer handling skills.
6. Willingness to work night shifts to support our US clientele.

What We Offer:

A competitive salary and benefits package.
Opportunities for growth and development within a rapidly expanding company.
A vibrant and supportive work environment.
Training and resources to succeed in your role and enhance your career trajectory.

How to Apply:

If you are passionate about delivering exemplary customer service and interested in a career that impacts global e-commerce logistics, please send your resume and a cover letter detailing your suitability for the role to [email protected]