Customer Experience Representative

3 weeks ago


Philippines Booth & Partners Full time
Job Description

This is a remote position.

About the Client:

They started Fellow in 2013 with a vision of bringing the cafe experience home, but without the clunky equipment. They wanted our home brewing gear to be beautifully functional and fully intuitive, tools that anyone could use to make the kind of coffee they love to drink. After eight months and countless prototypes, Duo Coffee Steeper was born: a unique brewer that combined the best of pour-over and French press in one elegant and easy design. They put it on Kickstarter and received enough backing to make it real.

Job Summary:

Fellow is looking for a positive, thoughtful, and quick-thinking Customer Experience Representative to support our company growth and the use of our coffee tools out in the wild. Your job will be to respond to inquiries in a timely manner and be a voice for our fast-growing customer base as we develop new products and refine the ones we have.

Fellowproducts.com is the epicenter of the Fellow brand and our customers are both domestic and international and can come from our Amazon store and wholesale distributors as well. You'll help ensure a positive and frictionless relationship with our closest customers.

Responsibilities:
  • Customer Service: You'll be fielding all inbound customer service emails and questions through Zendesk.
  • Order Logistics and Fulfillment: You will be one of our key points of contact with our fulfillment warehouses around the world. You will help ensure the timely delivery of orders and provide support when needed to make our customers whole.
  • Product Expert: You will get intimately familiar with our current (and future) product line. You will answer specific product questions, help customers find the best product for their home or business.
  • 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


RequirementsA bit about you:
  • You're thoughtful, efficient, creative, and love helping people. Youre 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 to a wide range of customer types.
  • You are patient, understanding and are 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.


Requirements:
  • 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
  • Must have Fiber Optic internet with at least 25 Mbps bandwidth
  • Must have a backup desktop or laptop with the latest OS
  • Must be able to work from9PM-8AM and/or 11PM-9AM


BenefitsWHAT WE OFFER:
Great Place to Work-Certified Company
Premium HMO
Holistic employee experience
Work-from-home and hybrid work setup
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program



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