Face a new experience in your Customer Service Career
Our client develops Deluxe products with selected hand-picked ingredients from Haiti, created specifically for those with dehydration in hair and skin. Over 300 farmers and women, plant to conserve the environment and seek to empower the women who craft their products and the customer that uses it.
In Cooperation with internal and external partners, you will relay information to the rest of the team to accurately fulfill orders. You will execute and add to the company’s long term business development plan. Assisting with strategic initiatives to manage and improve our customer service experience and keep our growing the team tribe happy.
We want to meet a strong team player who is self-driven, creative, culturally informed, detail-oriented, metrics-focused, tech-savvy and emotionally intelligent.
Qualifications / Requirements
3+ years’ experience working in a high-volume customer service environment.
Ability to think long-term and creatively to assist the company with customer retention
Maintains a positive, “can-do” attitude and quick, on-your-feet thinking.
Must be organized and able to proactively manage multiple projects.
Highly creative, inquisitive, and fun with the ability to understand branding +cultures.
Strong attention to detail.
Must be motivated and able to work and execute plans with minimal supervision.
Effective relationship builder and collaborator.
Exceptional verbal and written communication skills.
Must be comfortable working with math and numbers.
Experience using Microsoft Excel and utilizing basic formulas.
Familiarity with Shopify, PayPal, Shipstation, Zendesk, and Slack.
Ability to quickly learn and utilize applications such Jotforms.
An associate degree or higher in Communications, Business, or related field preferred.
Maintain compliance with policies and procedures and promote the vision of the company.
Maintain extensive product knowledge of various lines and be comfortable making specific recommendations to customers based on needs and goals.
Conduct quality assurance surveys with customers and reporting findings to the staff.
Monitor and respond to customer reviews on the website and other affiliates.
Monitor tickets on ZenDesk daily and assist our customer service agents with proactively and creatively closing tickets in a timely manner and according to company standards.
Communicate directly over the phone with customers and carriers to resolve escalated issues.
Maintain the promotions log and interface.
Maintain logs of common and recurring order issues and customer questions.
Regularly review and update the customer service playbook.
Regularly review the website and email newsletter for inaccurate information and overall user experience; relay and correct issues in a timely manner.
Report on metrics and customer service issues on a daily and weekly basis.
Monitor Shopify and Shipstation for delayed open orders and work with customers and warehouse team to close them out.
Manage costs by efficiently and accurately closing out stalled orders, chargebacks, managing high fraud orders, verifying invalid addresses, and filing freight insurance claims.
Manage the returns process by ensuring all returns are received in good order and closed out in a timely manner.
Compensation and Benefits:
Hybrid work set-up, with two work-from-home days per week (Mondays and Fridays)
Seven-day company closure between Christmas and New Year
Five days of paid flexible PTO annually, plus seven days of paid holidays