Customer Experience Representative

3 days ago

Makati City, National Capital Region, Philippines Booth & Partners Full time $40,000 - $80,000 per year

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.

This is a
full-time position (40 hours/week)
available remotely anywhere.

Customers have questions; you will have answers. 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.


is the epicenter of the Fellow brand, serving both domestic and international customers, including those from our Amazon store and wholesale distributors. You'll help ensure a positive and frictionless relationship with our closest customers through the following areas:

  • Customer Service – Where is our stainless steel from? How do I brew pour-over? When is my order arriving? 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 and help customers find the best product for their home or business.

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.

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

Benefits
Great Place to Work-Certified Company

Premium HMO

Holistic employee experience

Rewards and incentives

Monthly engagement activities

Career advancement opportunities

Paid referral program

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