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Enterprise Support Agent
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About Shippit:

Powering delivery for APAC's leading retailers including Sephora, General Pants, Harvey Norman and Kathmandu, Shippit is a powerful shipping engine for modern retailers that saves time, money and removes friction in the delivery process. Shippit’s mission is to revolutionise how we send anything, to anyone, anywhere.

About the role:

In order to support Shippit's complex business model, there are three main 'customers' we may need to interact with at any given time; merchant, parcel receiver, carrier. The goal is to solve these tickets as quickly as possible (but always within SLA) as well as providing consistent updates as you go.

Ensuring all tickets are resolved within our agreed service levels while maintaining a high customer satisfaction experience. You will also need to liaise with our logistics managers to ensure no tickets are unnecessarily escalated to higher management due to lack of resolution.

What are we looking for:

Proven support experience in a high pressure environment servicing top tier clients

Thorough understanding of carrier networks and operational processes

Ability to identify operational gaps and take to ownership of driving it forward

Strong communication and problem solving skills

Able to work autonomously with a customer-centric approach

What will you do?

Ensure all tickets are resolved within SLA

Manage and resolve escalations from top tier clients

Identify process improvements and drive forward

Assist offshore support team members where needed

Liaise with Account Managers for assistance where needed

Who will you work with?

We are a cross-functional organisation, so you can expect to collaborate with various internal teams; Logistics Managers, Technical Support, Account Managers.

Role summary

Location: Sydney

Start date: Asap