Customer Care Ninja – Cask Global Canning Solutions
OK, it’s not the official title but we got your attention, right?
Cask Global Canning Solutions sends our equipment and people all over the world and love enabling success for our craft beverage customers from very diverse backgrounds. The industries we operate in are modern, entrepreneurial, changing the way the world consumes beverages and most importantly - fun!
Cask is changing the way that craft beverages are delivered to consumers all around the world and in doing so we are helping to save the world’s resources, making the future more sustainable. Cans are infinitely recyclable. No other drinks packaging can make that statement. We are making a difference. We have grown from less than a dozen staff five years ago to more than 60 today and has sustained CAGR revenue growth of 30% for over a decade. Sounds awesome right?
About the Cask Customer Care Role
At Cask, our Customer Care team members are responsible for driving customer happiness and growth through phone and email-based support of our canning systems.
The best Customer Care people we know are genuinely delighted to help customers. They are tolerant, empathetic and intensely communicative. They love to talk and choose the phone over email which builds the solid relationships required for top tier customer service. They can put themselves in their clients' shoes and advocate for them when necessary. Customer feedback is priceless, and our Customer Care team can gather it for us. Problem-solving also comes naturally - they're confident at troubleshooting and investigate if they don’t have enough knowledge to fix the problem.
We are looking for a bright Customer Care rockstar to provide support to our customers. You're going to be on the company's front lines and you will act as a connection, providing product/services information and resolving developing problems that our clients might face with precision and competence. You'll give support via phone, email, chat/text and other channels as required. Your goal will be to ensure exceptional service standards and sustain high customer satisfaction.
What We’re Looking For
40% - Build Relationships and Customer Happiness
40% - Troubleshooting and Resolution
20% - Make Things Better Than You Found Them - Knowledge Management and Innovation
Key Performance Indicators (KPIs) for This Role
Cask Customer Experience Survey: 90% happiness and satisfaction
% of Answered Phone Calls During Business Hours: 95%
Our ideal candidate is someone who loves to solve problems, helps create things, is energized by interacting with people from all different walks of life and liberally applies a healthy sense of humor to have fun while doing so. They thrive when they don’t have all the answers, the process isn’t defined and the tools aren’t built. They are truly entrepreneurial, write their own material, get stuff done without many resources, and adapt quickly.
Our customer support hours are Monday to Friday 5:00am to 6:00pm MST with additional coverage available in Europe. This role will be assigned a group of customers within a specific time zone and work hours will be align accordingly.
Working at Cask
So what can Cask offer you?
We take care of our people. You’ll receive a base compensation, generous benefits including a health plan, defined contribution pension plan and an annual bonus. There is real growth potential and advancement opportunities in an exciting and rapidly expanding company. You'll be quickly learning the industry’s leading techniques and tools, be compensated well and become a key contributing member of a small, close-knit team.
Customer Care Technicians at Cask have a base salary of CAD $50,000 - $65,000/yr with a potential bonus maximum of 20% for outstanding performance.
Sound like a team you want to be a part of? Apply today!