Online Customer Support Specialist

Online Customer Support Specialist (email/chat/social media)

Airtasker is a fast growing online and mobile marketplace for local services and temporary labour. We're revolutionising the way people and businesses get more done by connecting real time labour requirements with one of the world's most under utilised assets - people power.

After recently raising $22M in funding lead by Seven West Media, we are continuing our rapid growth trajectory.  Airtasker is looking for an Online Customer Support Specialist passionate about delivering exceptional customer service and who would thrive in a fast moving entrepreneurial environment.

As a Online Customer Support Specialist for Airtasker, your goal is to ensure the service we deliver individually and as a team is as memorable as our exciting brand. You will be responsible to ensure the Airtasker experience for our customers is the best possible, regardless of which method they use to contact us. Delivering exceptional customer experience is central to our goal of helping people connect to get things done.

This is also an entry level role suitable for Business or Engineering university graduates interested in joining the team at an exciting rapidly evolving startup, gaining valuable hands-on experience at the front line interacting with customers and potentially unlocking career growth within the business as there may be opportunities to transition into other Operations roles dependent on performance in the role and business needs.

Responsibilities:

• Provide thoughtful, personalised communication to Airtasker users via phone, chat, email and social media.
• You have previously managed disputes and know what it takes to help facilitate and negotiate an amicable outcome between parties
• Investigate issues raised by our customers and solve them efficiently and correctly the first time.
• Document customer issues efficiently and concisely.
• Contribute to helping achieve team goals and successes.
• Contribute to the ongoing learning and success of your team, and the company, by sharing knowledge through mentorship, collaboration, and aiding in documentation.
• Work both autonomously and as a team to help execute projects that need to be delivered in a timely manner.

Skills and Experience we are looking for:

• You are a skilled problem solver that can think on their feet and systematically untangle difficult situations.
• You are a naturally empathetic and articulate communicator
• You care deeply, genuinely and passionately about customer service and about the role it plays in making a customer-centric team successful.
• You have prior experience doing live customer support by phone, chat, email and social media and you know how to do it well. You know that every bit of work you do makes a real difference in making a customer happy.
• You understand what a company and team mission represents.
• You are skilled at explaining technical problems succinctly and clearly.
• You have solid experience in effective conflict resolution
• You have very strong attention to detail in listening and reading.
• You understand the importance of customer information privacy and is diligent in protecting this information.