Customer Service Specialist

REPORTS TO

Customer Service Lead

JOB SUMMARY

The Customer Service Specialist is responsible for assisting customers with their questions and concerns about Baltic Born purchases, returns and other customer related items. This role involves trouble shooting and problem solving to create acceptable resolution for the customer and company. This role requires someone who is detail oriented and prompt,

KEY RESPONSIBILITIES

*Assist customers with their questions and concerns through online communication channels (email, chatbot, and social media) via the Gorgias platform.

*Thoroughly know and understand all Baltic Born company policies regarding returns, shipping and frequently-asked customer questions.

*Be familiar with all bestsellng Baltic Born products in order to provide accurate advice and recommendations to customers.

*Craft resolution oriented responses that are delivered to customers within a specified timeframe (24-48 hours).

*Maintain a personal list of additional assignments within the team.

*Report any recurring customer questions or concerns to the team lead in order to help resolve ongoing issues.

*Work together with the team to reach reputation management goals and increase the customer satisfaction rating.

*Troubleshoot common customer complaints and issues and brainstorm how to better the customer experience.

QUALIFICATIONS

*Clear verbal and written communication skills

*Knowledge of Google Forms (Doc, Sheets, Slides and Keep).

*Troubleshooting critical thinking skills.

*Dependable and consistent with attendance and punctuality,

*Excellent time management skills.

*Ability to work independently as well as with a team.

*Familiarity with Gorgias and Shopify programs is a plus.

DAILY & WEEKLY PROCESSES

Daily Tasks

*Check email and Slack (first thing every day) for important messages and updates

*Work through tickets in queue; continue answering new tickets as they are assigned to you.

*Respond to incoming chatbot inquiries during your assigned shift, if applicable

Weekly Tasks

*Meet with the team weekly to discuss questions, concerns, updates, etc.

*Make sure that your desk is kept clean and tidy.