Core Competencies:
- Ethics. Works with integrity; Upholds organizational values.
- Dependability. Follows instructions, responds to management direction; results oriented and committed to achieving objectives and tasks as required.
- Teamwork and Collaboration. Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive culture. Communicates effectively.
- Professionalism. approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accountable of all actions and decisions.
- Organizational Support. Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization’s goals and values.
- Quality Management. Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
- Decision Making. Analyzes each situation, looking for opportunities to make any situation more beneficial for the company. Participates effectively in communication to achieve optimum results.
Tasks required:
- Handle day-to-day customer communications via email and Zendesk
- Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution
- Ensure customer satisfaction and provide professional customer support.
- Maintain customer records by updating account information
- Other ad hoc tasks that would be assigned
Requirements:
- Proven work experience as a Customer Experience Representative or relevant role is required
- Working knowledge of relevant computer programs (e.g. CRM software,) and telephone systems
- Background with data sets and metrics
- Experience with E-commerce is preferred
- Proficiency in using Google Sheets/MS Excel, and Google Slides/MS Powerpoint
- Experience working with Zendesk, ShipStation, and Extensiv is a huge advantage
- Excellent verbal and written English communication skills
- Knows how to craft responses and do meaningful conversations
- Self-disciplined and organized; able to consistently produce quality work with limited supervision
- High attention to detail
- Ability to multitask, prioritize and manage time effectively
