BACKGROUND:
Our innovative health and wellness company leverages digital wearables and online health programs to inspire healthier living. We are in search of a Customer Service Representative who is not only adept at handling customer inquiries but also proactive in social media engagement to stimulate revenue generation and community building.
The successful candidate will bridge the time zones between our management team in New Zealand and our customers primarily in the USA, ensuring seamless and efficient communication.
JOB DESCRIPTION:
As a Customer Service Representative, you will be the bridge between our management team in New Zealand and our predominantly US-based customers. Your role will involve responding to customer inquiries, managing tier 1 and tier 2 support issues, and actively engaging with users on social media to stimulate purchase conversion and community engagement.
We are looking for someone passionate about health, wellness, and wearable technologies, with a knack for reporting, analytics, and automating the customer service experience.
Interest in automation and taking lead in our full lifecycle customer service experience as well as conversion flows
CORE RESPONSIBILITIES AND SKILLS:
Fluent in English with exceptional communication skills to accommodate different time zones and cultures.
An approachable and friendly manner, who cares about human-to-human connection and interaction.
Proactive engagement on social media platforms, responding to queries and fostering positive interactions.
Experience with Shopify and capable of navigating customer service platforms like Gorgias.
A proactive problem-solver who can manage customer service triage efficiently.
An enthusiastic advocate for health and wellness, particularly in wearable technologies.
TASKS:
Ability to coordinate effectively with an international team and provide timely updates and feedback.
Manage and prioritize customer inquiries via email, social media, and Gorgias within a 24-hour response window.
Monitor and manage support tickets, ensuring a swift and satisfactory resolution.
Active participation in social media channels like IG, FB, Reddit, and Quora to engage with and support potential customers.
Monitoring and managing e-commerce transactions, including order tracking and fraud detection, to ensure customer satisfaction and trust.
Promptly liaise with our USA-based warehouse and fulfilment team to communicate order changes or processing requirements
Liaise with the internal team to report on customer interactions, product issues, and potential improvements.
Regular coordination with the sales, product, and management teams to evaluate customer issues and operational improvements.
Enhance customer self-service by populating the Help Centre in Gorgias.
Organize and participate in regular meetings with key departments to discuss customer feedback, product issues, and task progress.
Continuously improve self-help resources and customer service workflows to enhance user experience.
Contribute to improving our workflows and key customer service documentation and Notion Wikipedia page.
TRAINING PROVIDED:
New team members will receive onboarding training, including access to our Notion Wiki page, outlining company systems and processes. Ongoing support will be available to ensure quick adaptation and empowerment in the role.
CAREER POTENTIAL:
Working directly with the co-founders and operations manager, there is potential for growth. As our business expands, you may have the opportunity to manage a team of customer service and experience champions.
WORK SCHEDULE:
This full-time position requires flexibility to cover different time zones, ensuring effective communication with our global team and customer base.
HOW TO APPLY:
Email your resume and cover letter to with the subject “I’m the superstar customer service champion you’re looking for.” To stand out, review our website and social media (@osleevehq) and and include two key observations and recommendations to improve our customer experience and/or conversion success.
APPLY FOR THIS JOB:
Company: Netsicle
Name: Luke & Rachel
Email: