Customer Support Specialist for Pool and Spa Care

3 days ago


Delhi, Delhi, India Six10 Ventures Full time

We are seeking a highly motivated Customer Support Specialist to join our team at Six10 Ventures. 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.

Key Responsibilities:

Inbound Inquiry Management:

Oversee all inbound written customer inquiry channels through Gorgias, including email, chat, and some social media platforms.

Voicemail 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:

Evaluate 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.

Ideal Candidate Skills:

  • Customer-Centric Mindset:
  • Excellent Communication:
  • Proficiency in Gorgias:
  • Analytical Skills:
  • Team Collaboration:

Qualifications:

  • Prior experience in pool service or a strong background in pool/hot tub water chemistry is required.
  • Proven experience in a customer service role, ideally within the e-commerce or retail industry, demonstrating an ability to manage customer inquiries effectively across various platforms.
  • Strong attention to detail and commitment to maintaining accurate records.
  • Creative problem-solving skills and a proactive approach to customer inquiries.
  • Bachelor's degree in a related field is preferred.

Estimated salary: $55,000 - $70,000 per year based on location and experience.



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