About the job
Join Atlas, the innovative operating system for the restaurant industry, designed to streamline every aspect of running a restaurant both online and offline. Our team, having previously scaled Grain to millions in revenue, is now on a mission to empower restaurateurs everywhere. Backed by seasoned investors from Grain, Accenture, Microsoft, Udacity, McKinsey, Salesforce, Y Combinator, and many more, we are building something extraordinary.
Role Overview
- As a Logistics Coordinator & Customer Care Specialist, you will oversee logistics operations and address merchant requests comprehensively, ensuring prompt resolutions while upholding premier service standards to enhance customer satisfaction and Net Promoter Score (NPS).
- Team: Customer Care
- Location: Remote
- Working hours: This is a full-time role, requiring a 5-day work week with 9-hour shifts. Flexibility for weekend and holiday shifts is expected.
Your Responsibilities
- Manage logistics for active delivery orders and claims related to incidents reported by merchants.
- Compile and distribute summarized reports highlighting key metrics for the logistics team.
- Resolve customer complaints effectively, providing timely solutions and alternatives, and follow up to ensure satisfaction.
- Handle a high volume of communications from merchants, meeting performance targets for both personal and team metrics.
- Foster strong, trust-based relationships with customer accounts through proactive communication.
- Maintain comprehensive records of customer interactions, process accounts, and file necessary documentation.
- Adhere to established communication procedures, guidelines, and policies.
- Exceed customer expectations through exceptional service.
- Perform other ad hoc tasks as assigned.
Team Performance Metrics
- Target NPS: 75
- First Response Time Target: < 5 mins
- Resolution Time Target: < 60 mins
