Customer Service Representative for E-commerce Brand
4 weeks ago
Six10 Ventures is a dynamic e-commerce company specializing in building successful brands across platforms like Amazon, Shopify, and Walmart.
We're seeking a highly motivated Customer Support Specialist with expertise in pool and spa care to join our team. This role involves supporting multiple brands, with a primary focus on delivering superior customer service in the pool and spa industry.
Key Objectives:
- Ensure timely and effective responses to all customer inquiries, adhering to a Service Level Agreement (SLA) of 2 hours.
- Transform customer interactions into positive experiences, minimizing the need for in-store visits.
- Deliver outstanding service across all channels, including email, phone, and chat, ensuring a seamless and professional experience for every customer.
Responsibilities:
- Inbound Inquiry Management: Oversee all inbound written customer inquiry channels through Gorgias, including email, chat, and some social media platforms.
- Voice Mail Management: Review all inbound voicemails and make outbound calls for follow-ups as required.
- Amazon Relations: Handle tasks such as courtesy refunds, responding to negative reviews, and troubleshooting any inbound customer inquiries.
- Client Relations: Prioritize and respond to customer inquiries across various platforms like Amazon, Shopify, and Walmart within 2 hours.
- Immediate Chat Responses: Address live customer website chats immediately, with a target response time of 5 minutes or less.
- Timely Callbacks: Return calls to customers who leave voicemails within 2 hours or less.
- Ticket Escalation: Escalate urgent matters, product questions, or requests for additional assistance, ensuring the customer is informed at the time of escalation.
- Social Media Engagement: Respond to product-specific questions escalated from social media daily.
- Weekly Pulse Reporting: Compile and send a weekly report highlighting trends observed through customer inquiries and product reviews.
- Reimbursement Claims: File claims with Amazon or partner warehouse for lost or damaged shipments as needed.
The ideal candidate should have a customer-centric mindset, excellent communication skills, proficiency in Gorgias, analytical skills, and strong internal communication skills.
A bachelor's degree in a related field is preferred. This is a full-time position with a competitive compensation package estimated to be around $40,000 - $60,000 per year, depending on experience, and benefits package.
Six10 Ventures offers a collaborative and dynamic work culture, committed to innovation, continuous learning, and professional growth. If you are passionate about customer service and want to help customers succeed in their pool and spa care journey, we encourage you to apply.
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