35 hours a week – flexible working hours
* Develop and implement customer service policies and procedures that promote excellent customer service and increase customer satisfaction
* Ensure that customers and our customer service team are appropriately educated about our products and policies
* Ensure that information in our customer service wiki is kept up-to-date
* Lead by example and perform all tasks expected of team members such as answering customer inquiries, processing refunds/reships and resolving problems
* Proactively manage customer interactions with patience, diplomacy and tact in order to create positive customer relationships
* Provide direction and professional leadership to all team members by maintaining open lines of communication and treating all employees with care and respect
* Perform tasks essential to daily operations such as scheduling, staffing, and training
* Ensure daily operations are fully executed, and manage productivity of team members
* Gather and summarize critical customer feedback and ensure that product recommendations and criticisms from customers and staff are distributed to the senior team as appropriate.
ChocZero is a fast growing health food company that specialises in high-quality sugar free chocolate and syrups. With a dedicated fanbase and a strong presence on social media, we are rapidly expanding our product line and looking for an experienced customer support manager to help us maintain our excellent customer support as we grow.