Customer Support Associate

2 days ago

Makati City, National Capital Region, Philippines SuperStaff Full time
Overview

The Customer Success Associate I is responsible for the daily customer interactions. Your goal will be to provide an excellent customer experience and work cross-functionally to address customer-related questions. You will engage with our customers over email and text to resolve their order-related issues and be the eyes and ears of our customer's experience.

Responsibilities
  • Answer approximately 80 emails and text messages per day
  • Address time-sensitive issues, such as payments, account questions, Fridge issues, or troubleshooting with professionalism.
  • Develop expertise in all client's customer service platforms including, but not limited to: Customer Management Systems, ordering processors, payment systems, Zendesk
  • Work cross-functionally with the App Opps and Tech teams to resolve issues that arise with customer orders or specific locations
  • Identify trends and escalate to your manager promptly
  • Issue refunds and provide coupons when appropriate to customers who have had an issue with their purchase
  • Effectively resolve customers' questions and issues promptly
Requirements
  • 3-5 years of experience relevant to the above
  • A demonstrated track record of positive customer support interactions
  • Experience in a high-growth, rapidly changing environment, preferably in the food space
  • The ability to operate in ambiguous situations and be flexible as the organization changes and grows - we are in a new place every quarter
  • A highly-motivated individual who excels when working autonomously and can attain daily KPis.
  • Above average in technological fluency
  • Experience using Zendesk or another customer service platform is a plus
Benefits
  • HMO with 1 free dependent upon hire
  • Life Insurance
  • 20 PTO credits annually
  • Annual Performance-Based Merit Increases and Employee Recognition
  • Great Company Culture
  • Career Growth and Learning
  • A laptop will be provided by the company
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