Customer Service Representative (Social Media)

OVERVIEW
Our fast-growing brand and premium product line continues to bring our brand to life, we want to continue to establish Dr. Anna as a trusted voice and advocate in menopause, hormone treatment options, and sexual health. She really is “The Girlfriend Doctor” – The first call for a woman who has questions she would only ask her best girlfriend… if her girlfriend were a triple-board-certified OB-GYN.

Responsibilities
** CSR’s primary focus is to support customers by addressing inquiries, questions, issues, and reviews and responding to and resolving them in a timely and efficient manner.
** Monitor our customer service helpdesk system (Gorgias) from various channels- email, website chat, and Okendo 4-5 star reviews.
** Our team’s mission statement is our guiding doc that describes our commitment and how we measure our success as a team. This includes responding to customers in a friendly, courteous, and timely manner and providing extraordinary service keeping in mind our model of servitude with love, and light wishing them many oxytocin-filled moments reminding our audience we will be there for them throughout their wellness journey. Always from a heart of servitude, we follow our team’s mission statement.
** Patience and understanding in all interactions with the knowledge that many of our customers are of an older generation, less tech-savvy, and often dealing with health issues.
** Respond to common inquiries regarding WIMO (where is my order), shipping issues, product questions and concerns, discount codes, order changes/cancellations, how-to access our programs portal, manage product subscriptions, my subscription, loyalty rewards points and how to use them, etc.
** Ability to easily look up customer accounts, orders, and history in Shopify and assist customers with any order inquiries or changes they request.
** Ability to respond quickly and efficiently to any website chats within 3 minutes or less as they come in as a priority and to other channel tickets within 30 min or less.

Training & Orientation:
** Gain an understanding of Dr Anna’s foundational teachings and background and how that relates to her products and programs. This includes reading Dr. Anna’s book The Hormone Fix at a minimum.
** Make use of and follow all SOPs as they relate to how to conduct all customer service interactions
** Make use of and know where to find/how to search our response macros and other team resources to understand our brand’s content, products, and programs and be able to support our audience as needed.
** Attending training as required including onboarding orientation which will last approx 3-4 weeks.
** Participate in team meetings as scheduled including “The Book Club”.
** Escalate technical issues or errors to our Level II CSR, Sehrish Imran, to review and test any identified technical issue before escalating.
** Collaborate with other team members and use all available resources to ensure that complete and correct information is provided to customers

Systems required:
** Gorgias, Shopify, Slack, Asana, GoogleSuite, Active Campaign, Loop, Okendo
** The contractor is responsible for ensuring they have access to a reliable high-speed internet connection
** The contractor provides their own computer/laptop to access the brand’s browser-based applications

Expectations
** All customer interactions are conducted in a manner that surprises and delights the customer
** Take the initiative to answer emails beyond just using canned responses when applicable
** Avoid providing any medical/health advice beyond approved canned responses
** Resolution of customer issues is completed in a timely manner
** All written communication is proofread to ensure no errors, the customer name is correct and all questions/issues have been addressed correctly and completely
** Recurring questions and issues are tracked and standardized responses are created and shared within the team in the form of response macros.
** Assistance in tasks that are outside of the normal responsibilities as needed and assigned

Tech Requirements:
** Computer – at least i5 or equivalent with 8GB RAM
** Internet Speed – At least 50 MBPS Download speed

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Work Type: Full-Time position
Work schedule: Monday – Friday 3PM -12AM CST // 5:00 AM – 2:00 PM PH Time.
Salary Range: Php 26,000 – Php35,000 monthly, DOE.
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APPLICATION INSTRUCTIONS

If this position is interesting to you, please apply:

1) Join our community: Click to view/opportunities

2) Please send an email to Click to view with the Subject: I am applying for GFD :: Customer Service Representative (Social Media)

3) In the body of the email, the first sentence should be: I am applying for GFD :: Customer Service Representative (Social Media)

4) Then, please share a couple of paragraphs describing why you’d be good for this position, and

5) Please provide a link to your resume and portfolio (don’t skip this step or we will not accept your application!).

6) Please also include your mobile phone number (we like to text). Thank you!