Customer Experience Associate

1 week ago


Cape Town, South Africa Boldr Full time

Changing the way people buy and engage with furniture.

Our products are built around the idea that well-designed furniture should be accessible, long-lasting, and ship to your door (not to mention beautiful).

We create innovative products that challenge the common convention of furniture and the experience of buying it. We're venture-backed & growing fast

**What You'll Do**:

- Assist customers with issues post-purchase but pre-delivery including:

- WISMO (Where is my order) tickets
- Order Changes
- Order Cancellations
- Understand and navigate shipping and warehouse portals to find tracking including:

- FedEx
- XPO - Connect
- Convey
- Log cases with shipping partners to uncover answers that pertain to:

- Lost orders
- Order status
- Order changes
- Order cancellations
- Be able to understand lead times accurately, especially if they change
- Work with Floyd’s Operations team to address order cancellation and change requests

**Requirements**:
Must Haves:

- Excellent written and verbal communications
- Exceptional attention to detail
- Ability to solve problems under pressure while remaining calm, friendly, and proactive
- Comfortable working in a fast-paced start-up where processes change fast
- Previous experience in a customer service or similar role
- Ability to self-service and use provided company resources to solve problems independently

Nice-to-Haves:

- Experience with Customer (Zendesk or similar CRM)
- Experience with Shopify
- Experience with shipping platforms including FedEx, Convey, XPO
- Google Docs
- Asana
- Slack

**Benefits**

Salary plus benefits



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