Key Responsibilities
Respond to customer queries across email, WhatsApp, Slack, phone, and CRM in a timely and professional manner
Keep the CRM fully updated with accurate client and case information
Work closely with the warehouse team to solve operational problems and resolve queries efficiently
Lead client onboarding, guiding new clients through the full onboarding process Manage courier partner relationships, including raising and logging cases for lost or delayed shipments
Produce regular reporting and forecasting for the operations team and leadership
Report progress and issues directly to the Operations Manager and CEO
Support the warehouse team on occasion, including during busy periods, as business needs require
Take part in and contribute to social media video content when needed
Stay flexible as the business grows. As we scale, you may be asked to get involved in other areas of the business beyond the responsibilities listed above
What We Are Looking For
Excellent written and verbal communication skills
High attention to detail and strong organisational skills
Confident using CRM systems and multiple communication channels
A proactive problem solver who works well with different teams
Comfortable being visible on camera for occasional social media content
Willingness to support warehouse operations when required
Previous experience in account management, customer service, or a similar client facing role is beneficial but not essential