Overview
We’re looking for a highly motivated, detail oriented, part time customer service specialist. This part time role could extend into a full time role in the next 6 months, in line with our anticipated company growth.
The successful candidate will be responsible for providing excellent customer service outcomes where customer happiness is always the focus.
You will be highly organized, naturally curious to learn new things / tools / software and be an excellent problem solver. You will also need to be emotionally intelligent and able to connect with our customers and meet them where they are at. Many of our customers are older and retired and may need help overcoming tech challenges or a sympathetic ear for whatever they’re experiencing in life.
This successful applicant will be working with another customer service team member based in the Philippines (our remote staff in Asia have excellent English and comprehension and are a delight to work with).
Responsibilities
– Monitor customer orders using our shopping cart and shipstation to ensure orders are tracked and resolved if any delays occur.
– Understand the various products and be able to answer any questions the customers may have.
– Assist customers via our support channels (tickets and clicksend), telephone, to get a speedy and efficient resolution to any problems
– Anticipating customer needs before they become a need and coming to the table with solutions if there’s an issue with a client or campaign
– Liaise with our fulfilment warehouse in Colorado to discuss and resolve any issues that may be impacting customer experience
– Phone customers to troubleshoot issues, deal with complaints, or get testimonials and case studies
– Moderate Facebook comments on our paid advertising as well as our Facebook groups.
– Escalate any potential issues for quick resolution to our technical team that may be identified through customer service
– Follow our company processes to instigate refunds, cancellations and replacement orders where necessary
– Build and maintain relationships with new and existing customers through follow up ‘customer experience satisfaction’ phone calls and texts.
About
ScrapbookingCoach.com was formed in 2012 by Dan Lyons and his wife Anouska.
We seek to inspire women to fall in love with scrapbooking to preserve their most precious memories.
In the last 12 years we’ve sold over 80,000 units of our best selling scrapbooking books (mostly to the USA market).
In 2022 we are launching our ‘At Home’ scrapbooking kits (beautiful supplies delivered to your door each month).
We currently have five full time Filipino staff but we are rapidly expanding and looking to bring in top level USA based staff to ensure we grow while maintaining efficiency and customer service standards that are the best in the industry.
The CEO’s are both actively involved in the company setting the strategy and agenda and the successful applicant will be reporting to us directly.
We are a small team and we like to have fun, are very relaxed and keen to help each other succeed. We are really motivated to make sure our customers have an exceptional experience with us.
Qualifications
Skills - Must love building connections & communication - Proven ability to manage and prioritize a high volume of multiple, concurrent projects/tasks simultaneously - Extremely detail-oriented and organized - Exceptional time management and problem-solving skills - Ability to inspire and motivate a diverse team of peers towards a common goal - Strong process and organizational skills as well as a natural disposition towards customer service and relationship management - Excellent communication skills, (verbal and written), problem-solving skills, flexibility, and adaptability to change - Must be able to work in a remote environment and participate in team activities Experience - Using several different software systems to extract information (such as Google sheets and Microsoft Excel) - Entry-level knowledge in social media (Facebook comment moderation) - Project and task management tools (Slack, Asana, Google Cal) - Experience working in a team-oriented, collaborative environment - Experience working in a remote environment is a plus Qualifications (preferable but not essential) - Experience in Slack, a ticketing system such as Freshdesk or Zendesk, Facebook
