Customer Care Representative - Contractor

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💰 Private Equity Round on 2021-08

Description

• The Customer Care Representative will be responsible for answering customer questions, attending to customer concerns, processing refunds, replacements, and orders, making product recommendations, and helping customers track their order through email, chat, text, and phone call. • Follow communication procedures, guidelines, and policies. • Talk with customers by phone, text, email, social media, or web chat regarding product information, order questions, or changes in subscription service. • Assist with the placement of orders, refunds, or exchanges. • Proficient in taking payment information and other pertinent information such as addresses and phone numbers. • Reach out to customers and verify account information via phone call, text, or email. • Maintain customer confidence and protect operations by keeping sensitive information confidential. • Capable of managing large amounts of incoming calls or open tickets. • Identify and assess customers' needs to achieve customer satisfaction; go the extra mile to engage customers. • 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; following up to ensure resolution. • Adjust complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation. • Build sustainable professional relationships of trust through open and interactive communication. • Contributes to team effort by accomplishing related tasks as needed.

Requirements

• High school diploma or equivalent. • Must have previous experience in customer support and demonstrated ability to multitask, prioritize and manage time effectively. • Ability to speak effectively before groups of customers or employees of the company. • Strong verbal and written English communication skills. • Basic mathematical ability. • Ability to deal with problems involving a few concrete variables in standardized situations, being able to rationalize problems, and critical issues. • Business Process Outsourcing or call center experience. • Amazon experience (strongly preferred). • Shopify experience. • Freshdesk or Zendesk experience. • Great sense of humor and positive “can-do” attitude.

Benefits

• Competitive compensation. • Paid sick time.