Customer Service Associate

We are an Ecommerce company located in California (US), looking for a part-time Customer Experience Associate (starting at 2 hours per day). We’re looking for someone with proven customer service experience or VA experience for a US ecommerce company, with great attention for detail and fluent written English skills. If you are a highly empathetic and outgoing individual, have a strong work ethic, are reliable and believe that each and every customer deserves world-class service, we want to hear from you!

Skills Overview:

– Fluent in English written and spoken.
– Strong computer skills and experience using ZenDesk, Excel and Shopify are a must.
– Candidates should possess skills in using Microsoft Office as well as email and phone communication skills.
– Candidates should be ready to demonstrate skills for handling consumer-related service matters, including email communications, telephone communications, and problem- solving skills.
– Prior experience in customer service roles within ecommerce consumer goods companies is preferred.
– You are proficient at managing customer inquiries and following up with customers when needed and know how to prioritize tasks on a daily basis
– Maintain 99% customer satisfaction rating (or higher!)

Position Responsibilities:
– This position requires overlapping hours with California Pacific Time (Starting 9am Pacific Time until 11am Pacific Time, Monday through Friday).
– This position will mainly focus on managing our RETURN and EXCHANGE customer service cases arising through Zendesk and Shopify customer service channels, including Zendesk Email and Shopify Chat related to our DTC business.
– Our RETURN and EXCHANGE process consists of managing email and chat return inquiries, replying to customers to acknowledge receipt of their inquiry, logging the return/exchange inquiry into excel and refunding or exchanging the product in Shopify once the item has been received in our warehouses. You will be communicating with the customer all throughout the process to keep them informed about their return/exchange.
– You might also be assisting with other day to day customer service cases arising through Zendesk Email and Shopify.
– You might also be asked to assist in streamlining and improving our DTC-related customer service processes.
– You will communicate on a daily basis with our General Manager and meet through an online video call on a weekly basis to discuss results.