Pool and Spa Customer Support Expert

6 days ago

Delhi, Delhi, India Six10 Ventures Full time

At Six10 Ventures, we are dedicated to building successful e-commerce 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, focusing 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.

Job Responsibilities:

  • Inbound Inquiry Management: Oversee all inbound written customer inquiry channels (10+) through Gorgias, including email, chat, and some social media platforms.
  • Voice mail management: Review all inbound voice mails 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 voice mails 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.

Requirements:

  • Candidate should have a customer-centric mindset and prioritize customer needs over a strict schedule.
  • Excellent verbal and written communication skills to foster positive customer interactions.
  • Proficiency in Gorgias or similar customer support platforms is a plus.
  • Strong analytical skills to analyze customer feedback and trends for continuous improvement.
  • Team collaboration skills with experience using collaboration tools like Microsoft Teams to coordinate effectively with team members.

Estimate Salary Range: $60,000 - $80,000 per year, depending on qualifications and experience.

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