Customer Success Associate

 Drink More Water, together we grow.

All the great people here at waterdrop (www.waterdrop.com.au) have been shaking up the market with our innovative hydration cubes that make drinking more water fun, convenient and more sustainable. We’re proud to have saved countless plastic bottles in the process as well as having significantly reduced carbon emissions compared to pre\-filled beverages. We want to take our journey to the next level of growth in Australia and New Zealand.

Your responsibilities at waterdrop:

In this exciting role, you will support our team with customer success and community management.

Key Responsibilities

● You provide a personalised experience to existing waterdrop customers and future customers

● Manage customer enquiries primarily over email in an engaged, timely manner to ensure we deliver the best customer experience

● Handle enquiries over the phone

● Manage Facebook + Instagram ad comments, enquiries and feedback

● Handle complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution

● Process orders, returns, and refunds while ensuring accuracy and adherence to company policies.

● You go the extra mile to engage our community

● You adhere to high company standards for quality, accuracy, thoroughness, timeliness and consistency in community care

Requirements

Your strengths and qualifications:

● 2 years experience working in customer success

● Proven experience in customer service

● You have a very structured working style and you love communicating

● Exceptional communication skills, both written and verbal

● An unwavering commitment to creating a positive impact

● Problem solver and ability to work independently

● Bonus \- experience working in Shopify and ecommerce

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