JOB PURPOSE

Hampers With Bite is looking for Customer Support Specialists to help make our peak season a success!

This is a casual contract position, full-time in our Altona North Office from now until December.

As a Customer Support Specialist, you’ll be the first point of contact for our customers and clients, assisting with order inquiries, tracking, product questions and most importantly - issue resolutions. You’ll have a customer-first attitude, and handle escalations with professionalism, efficiency and kindness, ensuring every customer feels supported and heard during our peak season.

Ticket Management

Respond to customer inquiries via email, live chat or phones in a timely and professional manner.

Manage and resolve escalated issues including but not limited to delivery delays, order errors, customer mistakes and product concerns.

Track, update and maintain accurate records in Hubspot CRM

Provide proactive, customer-first solutions and work swiftly with internal teams to resolve issues

Maintain high levels of customer satisfaction and retention by ensuring clear, empathetic and solutions focussed comms

Assist with season surges in ticket volumes

Knowledge (Qualifications/Work Experience)

Minimum 1 year experience in a similar role

Proficiency in CRM or Helpdesk platforms (Hubspot)

Dialpad or other

Skills

Excellent verbal & written communication skills

Problem solving

Customer first mindset

Attributes (Attitudes)

Positive

Adaptable and agile

Ability to work autonomously and part of a collaborative team

Organised and solutions focused with a genuine passion for for delivering authentic and positive customer experiences