29041643014 - Customer Service Representative 2

Position Overview:

We are seeking proactive and customer-focused Customer Service Agents to join our Customer Service team. As a Customer Service Agent, you will be the voice of the brand customer inquiries, resolving issues, and enhancing the overall customer experience through traditional forms of contact such as email, SMS, phone, and online forms. This role is ideal for individuals who excel in communication, problem-solving, and building customer relationships.

Key Responsibilities:

Customer Engagement:

• Respond to customer inquiries via email, SMS, phone, and online forms in a timely and professional manner.
• Provide accurate information about the products, services, and policies.
• Address and resolve customer issues, complaints, and concerns effectively and empathetically.

Issue Resolution:

• Troubleshoot and resolve product-related issues by collaborating with other departments as necessary.
• Escalate complex or unresolved issues to the appropriate teams for further assistance.

Feedback Management:

• Collect and document customer feedback, suggestions, and trends to share with the relevant teams.
• Assist in developing strategies to improve customer satisfaction and engagement based on feedback.

Brand Advocacy:

• Maintain a positive and consistent brand voice across all interactions.
• Engage with customers to build and strengthen brand loyalty and trust.

Qualifications:

• Proven experience in customer service, preferably in a traditional contact center environment.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to handle high-pressure situations and manage multiple tasks simultaneously.
• Proficiency in using customer service software, including Kustomer, Aircall, Shopify, Fulfill, UPS, Slack, and returns management systems.

A plus: Proficiency in review moderation and utilization of social media platforms (e.g., Instagram, Facebook, Twitter) and customer service software