Customer Support Specialist

https://www.youtube.com/watch?v=QAj1CaFuGkU

Our video to explain more.

Keep Space is an ecommerce fulfilment service. We have team members working with KeepSpace in 4 locations in 3 countries (India, Phillipines and Australia).

The ecommerce companies we support are online retailers and wholesalers here in Australia and overseas. We’re looking to build our support team with support and communicator roles to help bring care and thought to our businesses that use our services to our team. as well as a large range of administrative tasks who can support the enquiries that are asked within their team and other teams within KeepSpace.

To have a deeper understanding you can review our YouTube channel to see how we are looking to make an impact into the western world for online ecommerce companies in the logistics and technology space.

For more background information about the company, please visit our website:

https://keepspace.com.au

Youtube channel that can share what we do.

https://www.youtube.com/watch?v=B3qNwhh0MVI

Opportunity

• This is an advertisement for a role of a Customer Support Specialist with experience of 3 years

• within a permanent fixed location in a remote placement.

• we have two (2) vacant roles available for this intake.

• This role is a permanent work from home role.

• This role will allow you to share your screen time online with your family and children being able to pass by and be a part of meetings. Majority of our team have children and family so we are very supportive of family balance while being productive within the work requirements on work hours.

• You will be trained to learn OKR's (Objective and Key Results) management under which KeepSpace operates.

Tasks & responsibilities

• Work within a team of 4 people to develop quality user support enquires and support requirements on a daily basis.

• Development processes that will improve the format on which enquiries are asked upon.

• Manage user emails and provide administrative support to our admin team.

• Provide follow-up support to user account queries, document requests

• Help guide our users through our platform and manage reasonable expectations

• Provide great software troubleshooting requests and log useful experience improvements for our system to utilise.

• Build rapport with users over our platform chat and phone calls

• Provide accurate information regarding their user accounts

• Apply critical thinking to our users enquiries and not read lists of answers but utilise your mind.

• Work closely with all the teams to be able to constantly improve the flow of information.

• You will be required to be actively available at a long range of time through out the day.

Qualifications & experience

Required needs

• Understanding of customer support over a 3 year period no longer than 6 months ago.

• An existing working station within your property to be able to work with our team along with stable Internet connection

• A strong capacity to express yourself in the English language for Western Country speakers, mainly Australians.

• Consistently display incredible attention to detail

• Passion for delivering great customer experiences with an ability to identify customer needs and provide appropriate solutions

• Experience in logistics and fright management responses to business owners who will ask you directly on the platform of KeepSpace

• Ability to be a little sassy with our team and our business owners, able to not take things to heart in a challenging environment.

Advantageous skills

• Bachelor's degree or equivalent in the related field

• Experience in the ecommerce businesses

• Experience in logistics and fulfilment.

• Hands on Experience with Slack, google sheets and google docs

Compensation

KeepSpace shows a financial development sequence within its roles over a 3 year period to which we will display here:

• Year 1 financial year Initial offering of an Annual salary of 400,000PHP annual payment* + Health Insurance Cover of up to 100,000PHP

• Year 2 financial year expected offering an Annual salary of 500,000PHP annual payment +Health Insurance Cover of up to 100,000PHP

• Year 3 financial year expected offering an Annual salary of 600,000PHP annual payment + Health Insurance Cover of up to 100,000PHP

On top it will also

• 4 Weeks Paid Accumulating Annual Leave

• 2 Weeks Paid Accumulating Personal / Sick Leave

Payments are paid on a weekly basis, each Thursday/Friday

*Reminder of the current Australian financial year (July-June) and the following financial year.

Also due to use still in a growing development of our business there is a lot of opportunity for growth in KeepSpace and to transfer into more specialist roles as demands increase to the work requirements.

Auto Rejections

All of these reasons will occur an automatic rejection from the application process.

• Apply without 3 years of experience

• Using AI to auto answer your responses without thoughtful review of what you have written yourself. (we know when its written by AI and they stand out from the rest of the responses)

• Not native or bilingual in their English capability

• Do not have a university degree

• Do not upload a PDF as their resume (do not use word documents)

• Looking for a freelance approach with other operating other projects on the side

• Recruitment agencies who try to apply in for another applicant
  
  

Selection Process

• Culture interview (30 mins)

• Technical interview (~55 mins)

• Drill Down Final interview (~55mins)

This is a full time opportunity to join a small but highly effective team working towards making a big difference in the growing industry of eCommerce, logistics and supply chain management, if you have read this far, I think you should apply.

Please refer to job description.