Customer Service Representative

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Job Title: Customer Representative

Company: Etsy

Location: New York

Job Type: Full-time

About Us:

At Etsy, we pride ourselves on delivering exceptional products and services to our valued customers. As a Customer Representative, you will play a crucial role in ensuring our customers' satisfaction and building lasting relationships with them. We believe in providing a supportive and inclusive work environment that encourages growth and success for our team members.

Responsibilities:

1. Engage with customers through various channels, including phone calls, emails, live chat, and social media, to address their inquiries, concerns, and requests promptly and professionally.

2. Provide accurate information about our products, services, pricing, and promotions to assist customers in making informed decisions.

3. Proactively identify opportunities to upsell or cross-sell products and services, showcasing our commitment to meeting customer needs effectively.

4. Resolve customer complaints and issues with empathy, patience, and a focus on finding optimal solutions, turning potentially negative experiences into positive ones.

5. Collaborate with different departments, such as Sales, Technical Support, and Shipping, to ensure seamless customer interactions and timely issue resolution.

6. Maintain comprehensive and up-to-date customer records in our CRM system, documenting interactions, feedback, and actions taken.

7. Conduct follow-up communications with customers to ensure their satisfaction, address any outstanding concerns, and foster strong customer loyalty.

8. Stay informed about industry trends, product updates, and changes in company policies to deliver accurate and relevant information to customers.

9. Participate in training sessions and workshops to enhance your knowledge and skills in customer service and related areas.

10. Suggest process improvements and contribute valuable insights to help optimize our customer service operations.

Requirements:

1. Previous experience in customer service, preferably in a similar role or industry, demonstrating a passion for delivering exceptional customer experiences.

2. Outstanding communication skills, both verbal and written, with a strong ability to actively listen and understand customer needs.

3. Empathetic and patient demeanor, with the ability to remain calm and composed under pressure.

4. Excellent problem-solving skills and the capacity to think creatively to find effective solutions.

5. Familiarity with using CRM systems and customer support software, ensuring efficient and organized handling of customer interactions.

6. A positive attitude and a natural inclination to work collaboratively as part of a team.

7. High school diploma or equivalent education required; additional certifications or training in customer service is advantageous.

8. Flexibility to work in shifts, including evenings, weekends, and holidays, as per our customer service operating hours.

Join our passionate team and contribute to our commitment to providing unparalleled customer experiences. At Etsy we value diversity and equal opportunities for all employees.

To apply, please submit your updated resume and a personalized cover letter outlining your relevant experience and what motivates you to excel in a customer service role.

We look forward to welcoming you to our team and embarking on an exciting journey together.

Etsy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Job Types: Full-time, Part-time

Pay: $18.68 - $27.00 per hour

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Hybrid remote

People with a criminal record are encouraged to apply

Ability to commute/relocate:

• New York, NY: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Work Location: Hybrid remote in New York, NY