At arenaflex, we're on a mission to revolutionize the way small businesses ship and deliver their products. As a Customer Experience Champion, you'll play a vital role in helping us achieve our goal of becoming the largest SMB eCommerce courier in the world. We're not just looking for someone to answer customer inquiries; we're seeking a passionate and dedicated individual who can own the customer experience, collaborate with their team, and make a meaningful impact.
**About arenaflex**
arenaflex is a fast-growing business with bold ambitions and big dreams. We've made huge strides towards our goal in the last few years, expanding from a single-country operation in Australia to a successful launch and operation in the US and Canada. We've also launched major partnerships with Vestiaire Collective, eBay, Shopify, and Etsy. But most importantly, we're a bunch of good people doing good work. We're a B Corp and the first 100% carbon neutral delivery service in Australia, Canada, and the United States, harnessing major courier networks to create a delivery service that levels the playing field for small businesses.
**What You'll Need**
As a Customer Experience Champion, you'll thrive in a fast-paced environment where every day brings new challenges to solve and opportunities to learn. You'll need to be:
* A genuine desire to deliver the highest possible level of service to our customers
* Able to work with a team on shifting schedules to provide 24/7 service to arenaflex customers globally
* Able to handle escalations via chat, email, voice, and other support channels
* Flexible to thrive in a hybrid work environment
* Willing to undergo training to cater to different customer groups within arenaflex
* Excellent written and spoken English, with the ability to communicate with Executive and C-level customers
* Grit, perseverance, and resilience in handling sticky situations and customer interactions
* A self-starter personality, with the ability to work with minimal supervision and take initiative when needed
* Strong attention to detail and exceptional problem-solving skills, with the ability to investigate and resolve issues effectively
* Very comfortable with technology and digitally savvy
* Sound judgment and the autonomy to make decisions while knowing when to consult with leaders or experts
**What You'll Do**
As a Customer Experience Champion, you'll help us develop and deliver a world-class customer support experience by:
* Connecting with our customers daily, using each interaction to build trust, strengthen relationships, and provide solutions that drive their success
* Turning around sticky situations into favorable resolutions that encourage our customers to continually partner with us for their delivery needs
* Developing a thorough understanding of arenaflex's delivery services in the context of various geographical regions where we operate
* Being the first point of escalation via chat, email, voice, and other support channels
* Sharing feedback and suggestions to enhance processes and documentation to support our customers effectively
* Assisting teammates through collaborative peer-to-peer learning sessions
* Contributing to informed decision-making on system changes and helping shape product design by sharing feedback and ideas to support our customers better
**What We're Offering**
As a Customer Experience Champion at arenaflex, you'll enjoy a competitive salary, comprehensive benefits, and opportunities for growth and development. Our benefits package includes:
* PHP 25,000 - PHP 30,000 basic pay per month
* 15 days of paid holidays
* 15 days of sick leave
* Birthday leave
* HMO on Day 1 + 1 free dependent
* Night Differential pay, as applicable
* Night allowance or Weekend allowance, as applicable
* Internet allowance
* Coffee allowance
* Wellness Allowance
* Remote work allowance
* Fun Budget to celebrate events
* Working with an awesome team
**What Matters to Us**
At arenaflex, 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 the 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 That 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, we're excited to hear from you. Check out our Careers Page, Being Carbon Neutral, and LinkedIn to learn more about arenaflex and our mission.
**Apply Now**
If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic and growing team, apply now to become a Customer Experience Champion at arenaflex.
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