Wednesday, August 8, 2012

Wanted: Customer Happiness and Operations - Assistant Manager




Would you like to join Sneaking Duck, one of Australia’s hottest internet start ups? So far in 2012 we’ve been recognised as the best new retailer in the country, twice for our innovative approach to retail and for our fantastic customer service*.

As part of a dynamic team your main role will be Customer Service and Operations. Customer service includes phone, online and in-person interactions. Operations includes processing, quality control and dispatching orders. We’re always trying to improve and you’ll be expected to help us find ways to do this.

This is your chance for a job with no limit - in a small and friendly team you’ll have every opportunity to see how a company is built from the ground up. Prove yourself, and opportunities from PR to marketing to business operations will be there. You need to be happy with variety, comfortable with a bit of chaos and ready for the excitement of joining a start up.

About us
Sneaking Duck is a new online optical dispenser and a new eyewear brand. We’re an internet start-up that’s growing fast whilst having fun. We love cool glasses and we love having a pair for every mood. We’re tired of one mega-expensive pair bought only because the last pair died.

We launched in October 2011 and have been growing ever since. On our site, people browse frames, try on ‘virtually’ with uploaded photos and purchase. We deliver frames fast and offer a generous refunds policy. Delighting customers is key - we send out frames for people to try-at-home, we contact optometrists so our customers don’t have to.

Our offices are in Surry Hills, Sydney and our work environment is relaxed - pets welcome.

Attributes, qualifications and experience
  • Self motivated and hungry to learn in a dynamic, fun & friendly, occasionally chaotic, start-up
  • Great at communicating by phone, email or Facebook. You’re someone who won’t rest until every customer is happy - no matter the issue. Whether it’s a technical query, styling dilemma or complaint every customers gets prompt, warm and knowledgeable service
  • High attention to detail - every order, every number and every email gets double-checked
  • A passion for going the extra mile. You’re the sort of person who innovates and solves problems without being asked
  • Computer literate - email, documents, spreadsheets, CRM, social networking sites
  • Ability and willingness to learn about optical dispensing

Core tasks and responsibilities
  • Responding promptly to customer emails, calls, IMs and social media comments in a super-friendly and efficient manner. Going the extra mile on this aspect is a priority.
  • Solving customer questions from start to finish - product enquiries, sales appointments, issue resolution, technical questions
  • Processing customer orders and managing suppliers to get glasses shipped fast
  • Quality control so every order is perfect
  • Packaging and dispatching glasses to customers
  • Contacting optometrists to obtain prescriptions on behalf of customers
  • Stock management and sourcing
  • Beyond this, there are virtually limitless opportunities to learn and become involved with other parts of the business


How to apply
Send your details and CV to framed@sneakingduck.com, address to Mark

* Recognised by 2012 AMP Retail Awards as New Retailer and Innovation in Retail. Recognised at the 2012 Online Retail Industry Awards for Innovation in Retail and Customer Service.

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