Responsibilities and goals:
Respond to and resolve customer queries through email, chat, phone, and replying to customers in a timely, friendly, and efficient manner.
Facilitating end customers through our 365-day long returns process.
Work directly with our client reps to make sure end customers are happy with their orders and overall experience.
Assist in creating first-class Help Knowledge-Base documentation
Increase customer satisfaction and build loyalty by providing amazing, personal customer support.
Help to develop the customer support profession through sharing knowledge, contributing to blog posts, experimenting with new innovations, and discussing best practices.
Escalate critical support issues to the appropriate internal channel
Experience and requirements:
1+ years in online customer support, or admin, preferably within the eCommerce space, with prior experience with help desk software such as GrooveHQ, ZenDesk, Intercom, SalesForce, or HelpScout, etc.
Required understanding and experience of GoogleApps – Gmail, Google Calendar, Sheets, Docs
Excellent verbal and written communication skills
Ability to solve problems logically and critically
Demonstrate effective time management and organizational skills
A strong understanding and working knowledge of the internet and technical concepts (eg. you understand the terms HTML, browser cache, .zip files, etc)
Prior experience with the applications Slack, Droplr, Evernote are a plus.
Overall awareness of independent music culture, fashion and merchandise is also a plus.
Qualifon: Part Time Customer Service Representative $12.32 per hour
Answer incoming calls and assist customers
Research information in databases to resolve customer issues
Maintain composure in escalated situations
Operate accurately and efficiently in a fast-paced environment
Handle multiple responsibilities at one time
GED or High School Diploma required; some college preferred
Prior work-at-home experience desired
Comfortable working self-managed
Minimum one-year previous customer service/sales experience required
Typing speed of 25 WPM with 90% accuracy required
Ability to multi-task efficiently
Computer knowledge in Windows-based application required
Strong ability to communicate articulately and succinctly both verbally and in writing
Manages emotions and maintains positive energy
Passion for meeting or exceeding performance goals