We are looking for an enthusiastic person to join our amazing customer service team and help Tom’s Key Company grow as a valued team member. The primary focus of this position is helping customers efficiently and effectively through phone, email, live chat, and any other communications methods needed.
About Tom’s Key Company
Tom’s Key Company () is a quickly growing online store that provides do-it-yourself spare car keys and remote fob solutions to vehicle owners in the USA and Canada. This enables customers to save money over expensive dealership prices for an extra key or remote.
Job Title: Customer Service Representative
Role and Responsibilities:
Provide exceptional customer service that leaves customers amazed.
Reply to customers’ messages (primarily email and live chat) through helpdesk software. Preferably have experience using Gorgias or other platforms like GrooveHQ, Freshdesk, and Zendesk.
Respond to callback requests. Currently, we use Dialpad for phone calls.
Must be able to constantly hit or exceed targets or goals such as: (40 minimum tickets addressed per day, 85% CSAT Score, Under 5 minute FRT (First Response Time), and under 24-hour Resolution Time).
Before a sale: Research and answer questions from potential customers.
After a sale: Communicate with customers to provide great customer service by solving problems, providing order updates, and requesting reviews when a customer has had a great experience.
Complete administrative tasks such as logging new orders, screening incoming orders for problems, processing returns, entering data, and issuing replacements or refunds for orders where appropriate.
Perform some basic Shopify tasks such as order fulfillment, canceling an order, editing an order, processing refunds, making an invoice, and generating discount codes.
Contribute ideas to make customer service more efficient and consistent.
Monitor Tom’s Key Company’s social media accounts such as Facebook, Instagram, and YouTube, and respond to messages, comments, and inquiries.
Performs Customer Service Admin/Ad-hoc Tasks when needed.
Ability to participate in regular team meetings. Typically twice per week.
Full-time work (40 hours per week). Must be willing to work during US daytime or regular business hours (night or graveyard in PH Time) to provide support for customers. Must be able to manage working hours with very minimal interruptions i.e. personal matters.
Coordinate working schedules with other team members to provide coverage for customer service.
Qualifications:
3 or more years of experience in Customer Service through phone and email in e-commerce will be preferred.
Knowledgeable in automotive vehicles.
Experience with helpdesk and e-commerce software such as:
Customer support (e.g. Gorgias, Groove HQ, or other similar helpdesk software)
Shopify or Amazon Seller Central
Attentive to details.
Excellent English, both written and verbal skills.
Comfortable providing support to customers in English via phone.
Have a basic knowledge of and/or experience repairing cars, trucks, motorcycles, or other machinery/electronics. Basic troubleshooting and problem-solving skills are essential. ((Include the word “CAR KEYS” in your application letter.))
Knowledgeable in G-Suite applications such as Google Drive, Google Docs, Google Sheets, Google Slides, and Google Meet.
Ability to empathize with customers and understand their perspectives when solving problems, but keep the business needs in mind. Willing to make decisions within established boundaries.
Essential: Loves helping people, problem solver, dedicated, independent worker, and always has a growth mindset.
Passionate about learning. Training will be provided to help this team member learn their role and responsibilities. As a growing company, there are many opportunities to learn new things, including working with minimal supervision and having the initiative to research and learn new things.
Personal Laptop/Computer with high-speed internet access, a webcam that is ideal for remote jobs, and a noise-canceling headset for Zoom meetings.
Benefits:
Work from home
Training is provided
After 3months/Training Period
Paid Time Off
13th Month Bonus
Performance Bonus
Annual Salary Increase (Performance Based)
Lazada Gift Card on employment anniversaries
26K-35K/Monthly depending on experience
HMO
SSS, Pag-Ibig, and PhilHealth contributions
submit and complete your application through this link: /N4Ccza99oSQAqGT8A any application outside the link will not be entertained.
APPLY FOR THIS JOB:
Company: Tom’s Key Company
Name: Human Resources @ Tom’s Key Company
Email: