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

  • 1) Must have: an ability to delight customers
  • 2) Nice to have: enough mechanical / electrical / technical aptitude combined with a hunger to learn, such that we can train you quickly.

Responsibilities

40% - Build Relationships and Customer Happiness

  • Build sustainable relationships of trust through open and interactive discussions
  • Go the extra mile to engage customers
  • Create memorable moments for the customer where they’re left feeling Cask cares, wants to make their life simple and has their back.


40% - Troubleshooting and Resolution

  • Take ownership of customer issues reported and see problems through to resolution - involve internal resources as necessary
  • Follow communication procedures, guidelines, policies and document accordingly
  • Provide timely and detailed feedback to customers; provide accurate, valid and comprehensive information by using the right methods/tools
  • Ensure individual and team KPIs are being achieved.


20% - Make Things Better Than You Found Them - Knowledge Management and Innovation

  • Document knowledge in the form of knowledge base notes and articles
  • Recommend procedure modifications or improvements as needed
  • Preserve and grow your knowledge of our industry, products, and services.


Key Performance Indicators (KPIs) for This Role

Cask Customer Experience Survey: 90% happiness and satisfaction

% of Answered Phone Calls During Business Hours: 95%

Requirements

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.

  • Customer support experience with a proven track record of making customers happy
  • Exceptional written and verbal communication skills including strong phone administration skills and active listening capabilities
  • Customer orientation and capacity to adapt/respond to different types of characters
  • Great problem-solving skills
  • Ability to multi-task, prioritize, and control time effectively
  • Experience with CRM systems and practices
  • Proficiency in English is mandatory but additional languages are an asset
  • A certificate or diploma in mechanical or electrical engineering or equivalent is an asset but not a must


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!