Customer Service Support

About our client

Our client builds shipping that is good for the world. They help small businesses thrive by making parcel delivery simple, reliable, and affordable. We're a B Corp and the first 100% carbon neutral delivery service in Australia, Canada, and the United States, where we harness major courier networks to create a delivery service that levels the playing field for small businesses.

They envision a world where small businesses can compete on a level playing field with the big guys. Our client is a fast-growing business with bold ambitions and big dreams.

In the last few years, they've made huge strides towards our goal of becoming the largest SMB eCommerce courier in the world, moving from a single-country operation in Australia to a successful launch and operation in the US and Canada. They've also launched major partnerships with Vestiaire Collective, eBay, Shopify, and Etsy too

What you'll need

Our client is looking for Customer Happiness Champions who thrive in a fast-paced environment where every day brings new challenges to solve and opportunities to learn. This role isn't just about answering inquiries—it's about owning the customer experience, collaborating with your team, and making a meaningful impact. You'll go the extra mile to build our customers' trust and create positive experiences.

You'll need to embrace change with an open mind and an eagerness to learn. Whether through training, upskilling, or adapting to new processes, you'll be constantly growing professionally.

Collaboration is at the heart of this role. You're not afraid to get into the weeds, find solutions, and persist until things are resolved. You'll need to be resourceful because what you do impacts your customers and your team. You'll share ideas, listen to others, and embrace feedback because we all work together to create something unique.

You're also bold to share ideas, or suggest better ways of doing things. You care about the details and have a knack for finding ways to improve and make things smoother for everyone involved. You will be part of Sendle's Customer Service team, where you'll be creative and have the opportunity to leave your own mark in a customer-focused business.

To be successful in this role, you'll need the following qualities:

• Genuine desire to deliver the highest possible level of service to our customers.
• Ability to work with a team on shifting schedules to provide 24/7 service to Sendle customers globally, including working on holidays, weekends, and various shifts (morning, mid-day, and night) depending on business needs.
• Ability to handle escalations via chat, email, voice, and other support channels.
• Flexibility to thrive in a hybrid work environment.
• Willingness to undergo training to cater to different customer groups within Sendle.
• Excellent written and spoken English — you need to be able to talk to Executive and C-level customers.
• Grit, perseverance, and resilience in handling sticky situations and customer interactions.
• A self-starter personality — you can work with minimal supervision and take initiative when needed.
• Strong attention to detail and exceptional problem-solving skills, with the ability to investigate and resolve issues effectively.
• Very comfortable with technology and digitally savvy
• Sound judgment and having the autonomy to make decisions while knowing when to consult with leaders or experts.

What you'll do

We need you to help us develop and deliver a world-class customer support experience:

• Connect with our customers daily, using each interaction to build trust, strengthen relationships, and provide solutions that drive their success.
• Turn around sticky situations into favorable resolutions that encourage our customers to continually partner with us for their delivery needs.
• Develop a thorough understanding of Sendle's delivery services in the context of various geographical regions where we operate.
• Be the first point of escalations via chat, email, voice, and other support channels.
• Share feedback and suggestions to enhance processes and documentation to support our customers effectively.
• Assist teammates through collaborative peer-to-peer learning sessions.
• Contribute to informed decision-making on system changes and help shape product design by sharing feedback and ideas to support our customers better.

Job Type: Full-time

Pay: Php30, Php33,500.00 per month

Benefits:

• Work from home

Application Question(s):

• Do you have experience handling airline, hotel or tourism accounts?
• If employed, what is your notice period?
• How much is your current salary and how much is your expected salary?
• if you'll rate your communication skills from 1-10, 10 being the highest, how will you rate ?
• How long is your CSR experience?
• Reason for leaving previous job (RFL):

Work Location: In person