Customer Experience Representative
1 week ago
Responsibilities
A typical shift could look as follows:
● You will meet both team and individual SLA/KPI metrics daily by answering customer emails and chats via Zendesk. Topics can range from product issues, general inquiries, frequently asked questions, order-related inquiries and of course, COFFEE
A bit about you:
● You're thoughtful, efficient, creative, and love helping people. You're an excellent communicator in both written word and voice and are proactive about finding and fixing issues.
● You have experience with efficiently troubleshooting complicated products by email/chat and communicating with a wide range of customer types.
● You are patient, understanding and respectful of our customer's time.
● You can quickly discern issues and get our customers back up and running in an efficient manner.
● You're used to an ever-changing environment and can pivot quickly.
Lastly, you're fun and friendly but know when to get down to business. We have some great coffee-related jokes for you.
● 3+ years of remote experience in eCommerce customer service and/or a service center troubleshooting products
● High proficiency with computers and online tools such as Zendesk, Shopify, & G Suite.
● Experience answering complicated customer inquiries regarding product knowledge and troubleshooting via email and live chat.
● Excellent writer and all-round communicator.
● Ability to work occasional overtime during high-volume periods.
● An appreciation for specialty coffee and products would be a nice bonus, but not required.
● Wholesale customer service experience a plus.
● Bilingual a plus.
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