• pbourke2

Customer service - Melbourne


Knog is an Australian based business founded in 2002. Our home is in Melbourne, but we have taken flight all over the world.

Knog makes innovative products that inspire people to explore the great outdoors on foot or two wheels. Knog knows that active means different things to different people. For some, cycling means riding to the pub with their mates, to others, it's cycling across a country or a continent, barely stopping to recharge for weeks on end. Likewise, for some the "great outdoors" is a weekend living in a tent at a music festival. To others, it is nothing less than a two-week solo trek through the Amazon.

Whatever active in the outdoors looks like to you, Knog wants to help you to have the best experience.

About the role

This will be a very diverse role. If you are looking for a static desk job, then this is not the role for you! You will be up and about, juggling multiple balls. Days tend to fly by at Knog due to the variety of tasks and the dynamic environment which we have built.

The successful applicant will be primarily based in our Cremorne office and will interact with virtually every person, and every department within the whole business (some 20 people in the Melbourne office). So, someone who enjoys interacting with a wide range of people will excel. You in turn will be exposed to all the working of a modern progressive brand and be an integral and valued member of our tight knit team.

This position offers some flexibility with the option to work from home several days a week, and a nine-day working fortnight (a long weekend every two weeks!).

Finally, it's worth considering whether you are interested in cycling or getting into the great outdoors. Whilst this interest certainly isn't mandatory by any means, if you do enjoy these activities then it's quite likely that you will enjoy working at Knog, because it is a big part of who we are. We enjoy the odd team trip or ride and love to encourage everyone to get involved in whatever it is we are up to! Also, if you like dogs, you'll be in luck, there's usually at least one or two of them roaming around the Knog office.

If what you've read sounds like an opportunity that you would relish, then get in touch and we look forward to meeting you.

Key duties:

Working closely with the Customer Service Manager and Operations team, you will take a on a range of duties including, but not limited to:

  • Handling customer service inquiries predominantly via our customer service platform but also via phone.

  • Vast product knowledge enabling customer technical support.

  • Processing warranty claims

  • Communicating with our distribution warehouse

  • Use of internal systems.

  • Adhoc support of other teams

  • Office management duties such as keeping the kitchen and office supplies stocked up, organising birthday cakes and walking the CEO's dog (Yes, you read that right!)

Key skills & experience:

  • Exceptional written and verbal skills

  • Previous customer service experience (office/retail/hospo/call centre applicable!)

  • Intermediate Computer Skills

  • Experience using Microsoft Office.

  • Experience with Zendesk or a similar customer service platform preferred but not required

  • Experience using Microsoft Business Central advantageous but not essential.

  • Ability to prioritise workload and work autonomously in a fast-paced environment.

  • Understanding of online E-Commerce platforms

  • Understanding of third-party logistics advantageous but not essential.

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