Customer Support

OVERVIEW

The Customer Support Team works behind the scenes on our Manna interfaces to make sure that any customer who has a Manna-related issue is turned into a happy, repeat customer.

ABOUT MANNA

At Manna, our mission is to improve the world by making high-speed suburban deliveries affordable, green, and safe. We design and build our own aviation-grade drones to deliver food and other items directly from restaurants, centralized kitchens, and local stores to consumers’ homes.

THE JOB A NUTSHELL

• Managing all customer support queries and issues that come into Manna via social, email, telephone or other channels, ensuring that effective and quick resolutions are reached.

ROLE PURPOSE

As we scale our operations, it is only natural that some customers are going to have questions for us, or will have issues with our service or the order they receive. While we are a delivery service and are not responsible for the contents of the order, we want happy customers no matter where the fault lies. That’s where you come in! You respond to all our customers in a timely fashion, resolving the issue if it’s Manna’s responsibility or directing them to the vendor with which they need to liaise. Always with a (virtual) smile and always turning customers with issues into repeat, happy customers

STUFF YOU’LL BE RESPONSIBLE FOR

Responsible for handling all enquiries on intercom pertaining to Manna issues across all our locations

Liaison between customer and vendor when the issue lies outside of Manna’s remit.

Tracking common issues and disseminating to ops teams to ensure we are safeguarding against them in the future

End to End-to-end ownership of a reported issue, working with stakeholders across the business to ensure it is resolved in a timely fashion.

Coaching loaders on how to prevent future issues based on your customer experience

Other reasonable ad hoc customer success projects as required

Presentation of orders/ training new staff – on customer excellence

PERSONAL ATTRIBUTES + KEY QUALIFICATIONS EXPECTED FOR THIS ROLE

You’re a self-starter who thrives in ambiguity and loves adapting to changing priorities

You have previous experience in a similar role

You have superb people skills and a genuine desire to help people have positive experiences

You are a world-class communicator

You can manage a wide range of stakeholders with your eyes closed

You have proven experience working in high pressure, customer-facing situations

You can handle difficult situations with grace and sensitivity

You learn fast and pick things up quickly without any hand-holding

You love rolling up your sleeves and doing whatever it takes to get the job done

You are an exceptional team player and view the wider business success as a reflection of your own.

You are very organised ensuring that nothing slips through the cracks and can manage your time effectively and efficently