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Form of workJob Description
Description:
Primary Responsibilities
- Interact day-to-day with customers via phones, providing them with a positive and helpful experience. Will be cross-trained on emails, chats, reviews, and socials to support the team as needed.
- Identify and assess customer needs to achieve satisfaction
- Provide expert answers to questions about orders, products, pricing, usage, ingredients, and availability
- Upsell, cross-sell and retain customers where appropriate
- Follow company communications guidelines and procedures under minimal supervision
- Approve and organize customer returns and exchanges
- Build sustainable relationships and trust with our customers through open and interactive communication
- Provide appropriate solutions and alternatives to customer feedback
- Report consumer insights to the manager (i.e. trends, product innovation, business and shipping feedback, etc).
- Other duties as assigned
Qualifications
- High school diploma
- Successful experience in a corporate environment
- 2-3 years experience working in Customer Support, specifically on phones
- Strong written and verbal communication skills; including active listening and clear articulation
- Ability to problem solve and alleviate conflicts or escalate tactfully
- Ability to multitask, manage time, and prioritize day-to-day responsibilities
- Ability to work individually and as a team
- Ability to report consumer insights to management
- Bonus: Experience using Shopify Plus, Yotpo, Google Suite, Monday, Slack, and Recharge
