Are you looking for a chance to join a booming company that still has a small-business feel? Cask Global Canning Solutions is a successful and growing company, and thanks to our ongoing success we’re expanding our Customer Success Team.
Cask sends our canning equipment and people all over the world; we 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.
Cask and our canning line products are 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’re proud to say, we’re making a difference. We have grown from less than a dozen staff five years ago to more than 65 today and we've installed more than 1,250 canning systems in over 60 different countries across the world, and now we are looking to recruit another Customer Care Ninja to deliver awesome, thoughtful support to our awesome customers.
At Cask, our Customer Care Ninjas are responsible for driving customer happiness and growth through phone, video, chat/text and email-based support and parts order processing. You're going to be on our front-lines and you will act as a connection point, providing product and services information and resolving developing problems that our customers might face, with precision and competence. Your goal is to ensure exceptional service standards are met resulting in happy customers who, without hesitation, will refer Cask to others.
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 Success 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.
You're going to be on Cask's front lines and you will act as the connection point, 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.
First and foremost, you bring an abundance of energy to delivering an awesome, thoughtful customer experience, from start to finish. Your goal is always happy customers who will never hesitate to refer Cask to others.
60% - Build Relationships and Customer Happiness
20% - Order Processing
20% - Make Things Better Than You Found Them - Knowledge Management and Innovation
Key Performance Indicators (KPIs) for This Role
Our ideal candidate is resourceful and 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 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. You also have:
This role will be located at our corporate head office in Calgary, Alberta, Canada. New team members will be assigned a customer portfolio within a specific time zone therefore work hours will align accordingly.
Working at Cask
We take care of our people. You’ll receive a base compensation, generous benefits including a health plan, defined contribution pension plan and an eligibility to participate in our annual bonus program. There is real growth potential and advancement opportunities in an exciting and rapidly expanding company.
Customer Care Ninjas have on-target earnings of approximately $72,000 which is comprised of:
$50,000-$60,000 annual salary, based on experience
Potential for up to a 20% annual bonus for outstanding performance
Want to join the Cask family? We can't wait to meet you!