Customer Service Representative

7 days ago


Manila, National Capital Region, Philippines Sagan Full time

Job Title: Customer Service Representative
Location:
Remote (PST Time one)
Salary Range: up to 1200 USD

Work Schedule: 12:00 PM to 08:00 PM PST

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

Client Overview:

Sagan represents a forward-thinking company seeking a dedicated Customer Service Representative to join their team. In this role, you will engage with customers on behalf of the company, handling phone calls, customer service tickets, and emails to provide thoughtful and effective solutions. The company's philosophy is centered around an unwavering commitment to customer satisfaction. From engaging with their content to using their products, they aim to create exceptional experiences that make their customers feel valued. By putting themselves in their customers' shoes, they continuously seek to enhance their experience in every possible way.

Key Responsibilities:

  • Engage with Customers: Answer customer service tickets, phone calls, emails, and live chat with a positive and professional attitude.
  • Ensure Customer Satisfaction: Provide thoughtful and helpful solutions to customer inquiries, ensuring timely responses according to SLAs.
  • Process Orders Efficiently: Take and process orders from customers, including edits, cancellations, refunds, and applying discounts. Collect military IDs and issue discount codes.
  • Resolve Issues: Provide solutions to customer problems, including arranging parts, expedited shipping, and issuing discount codes for future use.
  • Maintain Product Knowledge: Keep up-to-date with Epic Gardening and Botanical Interests products and services to provide accurate information to customers.
  • Customer Retention: Identify and address negative trends from customers, ensuring high levels of customer satisfaction and retention.
  • Collaborate and Communicate: Work closely with colleagues to share insights from customer interactions and improve the overall customer experience.
  • Record Keeping: Keep detailed records of customer interactions, transactions, comments, and complaints.
  • Feedback and Improvement: Provide feedback on the efficiency of the customer service process and suggest improvements.
  • Community Engagement: Reply to Loox/FB ads and posts, maintaining a positive and engaging online presence.

Skills and Qualifications:

  • Proven customer service skills.
  • Excellent problem-solving and collaboration skills.
  • Strong communication skills.
  • Deep attention to detail and dedication to accuracy and precision.
  • Ability to thrive in a dynamic, fast-paced environment.
  • Ability to work and learn independently and collaboratively on complementary teams.
  • Experience with Shopify Plus and Gorgias or Zendesk.

Nice-to-Haves:

  • Experience with Shopify Plus and Gorgias, Zendesk or similar
  • Knowledge of gardening is a plus.
  • Tech savviness to help clients navigate systems and services.

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