Job Description

Position: Customer Service Representative

Number of hours: 40 hours/week

Time Zone: PST

Tasks required:

• Answer incoming messages/tickets and conduct follow ups on customers with inquiries

• Attract potential customers by answering product and service questions and suggesting information about other products and services

• Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution

• Maintain customer records by updating account information

• Maintain financial accounts by processing customer adjustments

• Create presentations and reports, as assigned

• Help in basic project management and coordination

• Basic social media management including, but not limited to, social media posting, digital marketing management

• Other ad hoc tasks that would be assigned

Requirements:

• Proven work experience as a Customer Service Representative or relevant role is an advantage but not required

• Excellent working knowledge of Facebook, LinkedIn, Instagram and other social media platforms for business purposes

• Demonstrate a highly customer focused ‘can do’ approach and have awareness of key customer service values

• Excellent working knowledge of Shopify and Gorgias

• Thorough understanding of social media and web analytics

• Excellent communication and presentation skills

• Knows how to craft responses and do meaningful conversations

• Clear and concise communicator with effective verbal communication skills

• Strong written, verbal, and interpersonal skills with the ability to communicate with colleagues and clients at all levels

• The ability to take initiative and work independently as well as seek direction

• Ability to multitask in a hectic role, while ensuring the highest levels of accuracy across all open items