Senior Customer Service Executive

The Senior Customer Service Executive at Easyship is responsible for providing timely and effective support to customers through various channels, including email, live chat, and social media. They will be the first point of contact for customers and will work closely with couriers and third parties to ensure a positive customer experience. The role also involves collecting customer feedback for service improvement and product development, building and maintaining long-term customer relationships, and collaborating with internal departments. The ideal candidate should have excellent communication skills, attention to detail, and the ability to work well under pressure in a fast-paced environment.

• First point of contact for Easyship customers through Live Chat, Telephony, Email, and Social Media
• Liaise with couriers and third parties to ensure customers get the best possible experience
• Collect customer feedback for service improvement and product development
• Engage with customers to build and maintain long-term relationships and address customer needs
• Collaborate with internal departments on sales, marketing, product, and partner expansion
• Ensure positive feedback on all review channels and maintain high feedback scores
• Make the customer as successful as possible

• 1+ years experience in a customer service role
• Excellent communication skills
• CRM software knowledge (e.g. Zendesk/Salesforce)
• Strong problem-solving skills and creative thinking
• Good command of Google and Office Suites
• An empathetic approach and a passion to help people
• Attention to detail
• Ability to work well under pressure in a fast-paced environment

• Competitive Equity Package: Earn equity shares to gain wealth as the company grows.
• Generous Vacation Policy: Encouragement of time off.
• Duvet Day: Opportunity to take a day off during cold winter days.
• Mental Health Day: Chance to recharge and enjoy personal time.
• 4 weeks of 'Work from Anywhere': Flexibility to work from different locations.
• Professional Development: Support in hitting career goals.
• Company issued laptop: Separation of work and personal life.