Customer Service Representative (Zendesk)

About SAN Sound
SAN Sound is an industry leading e-commerce brand specializing in high-quality, portable, and ergonomic in-ear headphones that deliver superior spatial audio. We are dedicated to providing our customers with the best audio experience, and we are looking for a dedicated Customer Service Representative to join our team.

Job Summary
We are seeking a proactive and empathetic Customer Service Representative to manage our customer support activities through Zendesk. The ideal candidate will have a passion for music and audio technology, excellent communication skills, and a strong commitment to delivering exceptional customer service.

Key Responsibilities

Customer Support:
– Handle customer inquiries, complaints, and support requests through Zendesk in a timely and professional manner.
– Provide accurate information about SAN Sound products, policies, and services.
– Troubleshoot and resolve customer issues, escalating complex cases to the appropriate team members when necessary.

Ticket Management:
– Manage and prioritize a high volume of support tickets, ensuring all are addressed promptly.
– Follow up with customers to ensure their issues are resolved to their satisfaction.

Knowledge Base Maintenance:
– Create and update articles for the customer support knowledge base.
– Ensure all information is accurate, up-to-date, and easily accessible to customers.

Customer Feedback:
– Collect and analyze customer feedback to identify common issues and areas for improvement.
– Report trends and insights to the management team to help enhance our products and services.

Product Support:
– Assist customers with product setup, usage, and troubleshooting.
– Stay updated on the latest SAN Sound products and features to provide accurate support.

Collaboration:
– Work closely with other departments, including sales and technical support, to ensure a seamless customer experience.
– Participate in team meetings and contribute to the continuous improvement of our customer service processes.

Additional Tasks:
– Support the implementation of new customer service initiatives.
– Assist with ad-hoc projects and tasks as needed.

Required Skills and Experience
– Proven experience in customer service, preferably in an e-commerce or tech environment.
– Strong knowledge of Zendesk or similar customer support software.
– Excellent written and verbal communication skills.
– Ability to handle high volumes of customer inquiries with professionalism and efficiency.
– Strong problem-solving skills and attention to detail.
– Empathetic and patient, with a genuine desire to help customers.
– Ability to work independently and as part of a team.
– Passion for music and audio technology is a plus.

Performance Metrics
– Customer satisfaction scores (CSAT).
– Average response and resolution times.
– Number of tickets handled and resolved.
– Quality of support provided (accuracy, empathy, effectiveness).

Company Culture and Values
– We value customer satisfaction and strive to provide the best support possible.
– We believe in a collaborative work environment where everyone’s contributions are valued.
– We are passionate about music and audio technology and seek team members who share this enthusiasm.

Working Hours and Flexibility
– This is a full-time position with flexible working hours.
– Focus on delivering results and meeting customer satisfaction goals.