About the role

This is a key position in Sendle’s US and AU Customer Success teams, with plenty of headroom to learn, build and grow. You will build relationships with new and existing key customers, turn around sticky situations if things go awry and channel feedback to keep our critical accounts loving Sendle. You will live and breathe the small business experience through your customers and help build products and services at Sendle that our customers love. 

 

In this role, you will also:

  • Onboard high volume and key accounts via email and phone with a consultative approach, explaining Sendle’s delivery services in a comprehensive manner.

  • Create a stable and loyal relationship with key accounts that impact our business.

  • Serve as a conduit for customer feedback impacting business and product improvement.

  • Turn around sticky situations into joyful outcomes for our customers. 

  • Develop a thorough understanding of Sendle’s delivery services in the context of the geographical regions in which we operate.

  • Develop a practical understanding of Sendle’s integrations and a general knowledge of e-commerce platforms.

 

What you’ll need

You’ll need to be smart and quick-witted.  You’re a positive person who is diligent, has a 'never give up’ attitude and loves managing detail.  It's not just the ability to communicate that matters, it is the ability to keep track of customer issues and, when things aren’t going as planned, to use tools and not give up until a problem is solved and a stable solution is found. 

You take initiative in doing what’s best for the customer and let your personality shine through.  You’re also willing to roll-up your sleeves and work the frontlines to deliver world-class customer experience. 

  • Previous experience in sales, client services, account management or support roles - within technology or service providers is a plus!

  • Possess a consultative approach to sales - we like to find customers who our service is a best fit for and will be transparent when it’s not.

  • Excellent written and spoken English - you need to be able to talk to highly-influential customers

  • Charming outgoing personality 

  • Able to work on night shift / shifting schedules as needed and with minimum supervision 

  • A high level of attention to detail and persistency 

  • Project Management experience is a bonus 

  • Sound judgement and the ability to make decisions on the fly

  • Genuine desire to deliver the highest possible level of service to our customers

  • You have a solid performance in the last 2 reviews; ie. not under an improvement path.

  • You have a deep and sound knowledge of our customers and product as a result of previous experience in sales or client services

  • Amenable to work on the required schedule PH time to support the US or AU market. 

 

How we’ll help you succeed

We are committed to supporting you do the best work of your career through:

  • Regular 1:1 conversations with your manager, setting a clear pathway and expectations

  • Immersion into day-to-day interactions with key accounts with the support of your colleagues 

  • Shadowing and learning from our team of Customer Success Managers

  • Joining learning sessions, training and workshops

  • Learning through feedback from peers, champs, and higher ups

  • Giving opportunities that allow you to learn and experience new skills 

 

What we offer

  • Competitive monthly basic salary
  • Internet & coffee allowance

  • Remote work allowance

  • Wellness Allowance
  • 15 days of paid holidays  

  • 15 days of sick leave  

  • HMO on day 1 + 1 free dependent

  • Birthday day off   

  • Fun Budget to celebrate events   

  • Working with an awesome team

 

What matters to us

We believe that our culture is one of our most important assets. We have 5 key values that we look for in every member of our team.

  • Humble - We put others first. We embrace and seek feedback from others.

  • Honest - We speak gently but frankly. We take ownership of our mistakes and speak truth.

  • Happy - We enjoy the journey. We are optimistic and find opportunities in all things.

  • Hungry - We aspire to make a difference. We aim high, step out of our comfort zones and tackle the hard problems.

  • High-Performing - We relentlessly deliver. We know the goal and work fearlessly towards it.

 

Legally, we need you to know this: 

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

But it’s important to us you know this:

We strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can and we actively encourage everyone to consider becoming a part of it.

If you want to be a part of something remarkable then we’re excited to hear from you!

 

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