Customer Care Officer

MISSION
If you see yourself as a skillful writer who loves interacting with people and solving problems, you might be just the perfect fit for this role. You should enjoy turning complicated situations into simple and painless solutions and be passionate about helping people out. Here at Quiver Time, one of our core values is customer centrism, so the customer care officer is a key role in helping us deliver positive outcomes to our customers and the best customer experience possible.
Are you ready to take the challenge of being a key member in a dynamic, fast growing team?
This position is fully remote, so you can do your magic anywhere you want. We think working from home is awesome and we encourage autonomy and self-drive within your chosen preferred space!
RESPONSIBILITIES
Provide outstanding customer service by resolving customer inquiries and issues via email, live chat, and, seldomly, if needed, by phone
Become an expert on our product portfolio, and contribute to the product improvement cycle by monitoring and reporting quality issues
Assess and troubleshoot product-related problems, ranging from basic to complex, and provide appropriate solutions
Respond to customer feedback in a timely and professional manner, aiming to avoid negative reviews and convert unhappy customers into happy customers
Proactively reach out to dissatisfied customers with the goal of understanding their concerns and providing the best possible customer experience
Address negative reviews in accordance with the Terms of Service of the respective sales channels
Identify and report any new or potential bugs through detailed reports
Work independently with limited supervision, exercising initiative and judgment in performing tasks
Social media support with customer requests
Support to the marketing team on customer communication initiatives (social media posts, blog posts, email marketing campaigns, customer surveys, etc.)
ROLE COMPETENCIES
Education
English level C2 (Proficient) – certificate would be an advantage
High school diploma required
Associate or bachelor’s degree in e-Commerce or other relevant degree would be an advantage
Technical
Experience in dealing with customers, including troubleshooting and problem resolution would be an asset.
Excellent writing skills to deliver clear and empathetic communication.
Strong communication and interpersonal skills.
Exceptional proficiency in English.
Basic knowledge of software applications, with the ability to quickly adapt to new technology.
Effective multitasking and organizational skills.
Embrace and manage change positively.
Emotional
Develop empathy as a fundamental aspect of customer care.
Possess persuasive communication skills.
Inclination towards positive language and messages.
Patience and ability to understand personal triggers.
Prioritize clarity, simplicity and assertive messaging.
Actively listen to customers.
Take ownership and demonstrate personal and corporate integrity.
Display a passion for the role and a drive for improvement.
Systems
Proficiency in MS Office and/or Google Workspace, including Google Drive, Google Docs, Google Sheets, and OneDrive.
Advanced knowledge of social media platforms.
Familiarity with task management tools such as ClickUp is desired.
REPORTING LINES
Reporting to the Chief Marketing Officer.
MAIN BENEFITS
competitive salary
fully remote role
flexible working hours
professional development opportunities
ABOUT QUIVER TIME
We are Quiver Time, a company specialized in creating and selling gaming accessories worldwide. Since 2016, we made a habit of delivering value to the card games community. Our culture is important for us. We want to work in an environment where everyone feels valued and motivated, one where everyone adds value both to the organization, to those around them and also to themselves. We want you to grow and we want you to have fun doing it. Join us by applying today!
Send your resume and cover letter to Click to view.