Ecommerce Customer Success Specialist (AU/NZ)

About the Role:

As a Customer Success Specialist specializing in calls, emails, and after-sales support, your role is essential in carrying out exceptional customer experiences, resolving inquiries, and ensuring post-purchase satisfaction. By leveraging your excellent communication skills and product knowledge, you will contribute to fostering lasting customer relationships and enhancing the brand’s reputation.

Key Responsibilities:

• Product Expertise: Develop a strong understanding of our retail products and services, staying up to date with product updates, features, and promotions to provide accurate information to customers.
• Customer Interaction Management: Handle inbound calls and promptly respond to customer emails with a friendly and professional demeanor, efficiently managing interaction volumes while ensuring every customer receives attentive care.
• Post-Purchase Support: Provide comprehensive assistance with post-purchase inquiries, including order tracking, product details, and dedicated after-sales services.
• Returns & Claims Resolution: Collaborate with relevant departments to process returns, exchanges, refunds, and warranty claims efficiently.
• Stakeholder & Principal Coordination: Coordinate with principals, local colleagues, and relevant internal teams to address complex customer concerns, product inquiries, and service-related matters.
• Cross-Regional Collaboration & Meetings: Actively participate in recurring alignment meetings and reporting sessions with local and Australia/New Zealand (ANZ) teams to discuss operational performance, share customer feedback, and align on service strategy.
• Reporting & Feedback: End-to-end creation and maintenance of detailed reports on customer inquiries, resolutions, call metrics, and feedback; share actionable insights with local/ANZ leadership and cross-functional teams to drive continuous improvement.

Job Qualifications:

• Bachelor's degree in any field
• Preferably with 1-2 years of experience customer service (experience in customer service for regional countries is a plus but not required)
• Exceptional communication, customer service, and interpersonal skills
• Strong problem-solving skills and the ability to remain composed under pressure
• Proficiency in using CRM software and open to learning new technologies

You Are an Ideal Candidate if You Are:

• Entrepreneurial: We are a team that is nimble and quick to adapt. There will be minimal to no hand-holding — this environment is perfect for someone who is independent, self-driven, and hungry for growth.
• An excellent communicator: We speak and act quickly. Say it. Mean it. Do it.
• Comfortable giving and receiving feedback: We believe in radical candor. Everyone is empowered to speak their mind and constantly share feedback.
• Love adopting new technology and software tools: We constantly look for new tools to use that will make our work more efficient and productive.
• Data-driven: We love numbers and data that will help us arrive at impactful decisions.
• Customer-centric: We do whatever it takes to satisfy our customers.