CUSTOMER OPERATIONS SUPPORT REPRESENTATIVE

About the Company:
Hampr is an online B2B platform based in Australia, providing a marketplace and online tools for Australian companies to manage everything relating to food and events for their offices. We are a small scale up tech company that takes pride in developing valuable tools for our customers to save time and money when it comes to the pre-purchase and post-purchase challenges when ordering food for their office.

Who are we looking for:
We are looking for an enthusiastic and versatile individual who will be the first point of contact for both our corporate customers and suppliers, ensuring smooth communication and service delivery. In this role, you’ll balance hands-on customer support with the operational responsibility of managing on-site staffing and maintaining supplier relationships. A strong knowledge of western cuisine and a passion for food and office/event catering is essential. Experience in hospitality or catering, especially in menu creation or managing large food operations, will be highly valued.

Customer Service Responsibilities
- Respond to customer inquiries via phone, email, live chat, and SMS.
- Provide accurate information about our services, policies, and procedures.
- Handle minor complaints and escalate complex issues when necessary.
- Assist customers with order status, amendments, refunds, and other service-related requests.
- Identify and resolve customer concerns efficiently to ensure satisfaction.
- Document and track customer issues, providing follow-ups as needed.
- Work closely with other departments to ensure a seamless customer experience.
- Manage and take ownership of assigned customer service tasks from start to finish, ensuring seamless operations.
- Collaborate with internal tea ---------- mbers to improve workflows and efficiency.
- Identify and address issues affecting customer service tasks to enhance productivity and overall service quality.


Staffing & Operations Responsibilities
- Provide daily support to onsite staff to ensure smooth operations.
- Facilitate hiring and interviews, and deliver initial training and ongoing development to onsite tea ---------- mbers.
- Actively manage rosters and coordinate shift coverage to meet staffing demands.
- Manage negotiations and maintain ongoing relationships with staffing suppliers to secure reliable, cost-effective support and ensure consistent service quality.
- Maintain and regularly update comprehensive and accurate staff documentation to ensure all necessary records are current and readily accessible.
- Work closely with internal teams to ensure seamless coordination and alignment across staffing and service operations.

Ideal Candidate:
- Strong food knowledge is a must!
- Experience in the food-tech sector is preferred.
- Strong organizational and time management skills with the ability to manage multiple priorities and adapt to changing needs.
- Comfortable working in a fast-paced, dynamic environment.
- Ability to work Autonomously and collaboratively with internal and external stakeholders.
- Excellent communication skills for effective collaboration with customers, internal teams, onsite staff, and external suppliers.
- Experience in staff training, onboarding, and performance monitoring.
- Problem-solving ability and a proactive approach to identifying and resolving operational challenges.
- Detail-oriented with a commitment to maintaining accurate documentation and adherence to processes.
- Skilled in negotiation and relationship management with staffing suppliers and vendors
- Advanced with technology, including Google Suite, and other relevant tools to support daily operations and communication.

Benefits
Work remotely from the comfort of your home, Weekends off
Dynamic team environment
Virtual fun parties and team-building activities
Opportunities for growth and advancement within the company
27 days of paid leave per calendar year