Customer Support Specialist (Remote)

About the company

Our client, Clearlight Saunas International is based in Australia and operates in the UK, Europe, Australia and New Zealand; they are the world’s leading provider of infrared saunas and other wellness products 

Integrating science and technology, their vision is to create a complete health and wellness system – a wellness sanctuary in both the home and business – a world where everyone can enjoy longer and healthier lives. 

About the Job

When a customer orders and purchases a Clearlight Saunas product they expect and deserve an exceptional experience. This role is crucial in delivering exactly that.

You will interact with customers at every one of the multiple post-sale touchpoints, from invoicing to order fulfilment, installation and after-sales care. You could be dealing with coordinating the delivery of the product, providing advice and guidance on how best to use it, or even technical troubleshooting. You will be the customer’s first point of contact, their “go-to” person for everything that happens after the sale.

Interacting regularly with both internal and external stakeholders, including customers, 3PL partners, and installers as well as internal Sales and Manufacturing, you’ll never be bored.

Anticipated Salary Range: €50,000 to €65,000

About You

If you are obsessed with providing exceptional customer service, that’s exactly what we’re looking for as a baseline, along with excellent written and verbal communication skills in both English and German.

To succeed in this multi-faceted role you will need to have had a minimum of 3 years prior experience in warehousing, logistics or fulfilment. That experience should include the following:

✅Process driven yet able to adapt quickly in a dynamic, rapidly changing work environment

✅Structured approach with strong time management skills

✅Strong tech skills with tools and systems such as CIN7, Zendesk, Shopify, Keap, Xero, Slack, Stripe, Asana and Google Suite  

✅Proactive problem-solving skills, ‘can-do’ mindset, ability to troubleshoot

✅Calm and resilient under pressure

Key Responsibilities

We mentioned that this role is multi-faceted. Here’s an overview of the key responsibilities:

▶️Handling a range of incoming fulfilment and after-sales inquiries (via email, phone, and customer service software such as Zendesk, Shopify, Keap, live chat, etc.), including managing the delivery and installation of saunas, replacement parts, panels, and other products.

▶️Collaborate with 3PL partners to facilitate delivery

▶️Act as liaison and coordinate installation with customer and contractor

▶️Identify and resolve any issues that arise during the installation process

▶️Conduct final inspections of installed saunas via digital POD to ensure they meet quality and safety standards

▶️Maintain accurate records of dispatch, installation, and issues resolved during the process

▶️Control supplier and contractor payments and invoicing

▶️Manage and maintain the Customer Relationship Management (CRM) system

▶️Maintain data accuracy

▶️Communicate with internal and external stakeholders with clarity, empathy and respect

▶️Escalate issues and customer concerns to management promptly

Why you’ll love working with Clearlight

You’ll be part of a movement that’s giving people a place to restore their bodies, find their peace, defy their age, and heal their ailments while making a positive impact on the planet at the same time.

We act with integrity, nurturing relationships with individuals, our communities, and this beautiful planet. We strive for excellence in innovation that sustains and improves people’s health and well-being. We value honesty and seek sustainable outcomes for our team, partners, and customers. We embrace change to remain true to our vision and purpose.

Read our story here: https://infrared-sauna.com.au/about-us

Apply now by clicking on the link and answering a few short questions. Looking forward to hearing from you.