Customer Success Representative

About Us:
At Panda Drum, we create unique, high-quality musical instruments designed to bring relaxation and joy to our customers. Join our dynamic team and help us deliver exceptional service to our growing customer base.

Job Description:
We are seeking a high integrity and capable Customer Support Representative who can think quickly on their feet, make decisions independently, and has excellent English and interpersonal skills. This role requires experience in e-commerce and dedication to ensuring customer satisfaction and maintaining company culture. We’re not just looking for experience; we need someone who can learn very quickly, has strong common sense, and shares our values of constant development and consumer-centrism.

You will:
• Handle at least 30-50 tickets/day via email and sometimes phone.
• Create Standard Operating Procedures (SOPs) and training materials.
• Record and produce walkthroughs.
• Address and resolve customer inquiries with a positive attitude.

Requirements:
• Fluent in written and spoken English.
• Strong communication and decision-making skills.
• Ability to create and manage SOPs and training materials.
• Experience in e-commerce.
• Proactive, organized, and a great team player.

Perks:
• Bonuses, including holiday and 13th salary bonuses.
• Flexible scheduling.
• Overtime pay.
• Opportunities for skill development and growth.
• Loyalty bonus.
• Performance bonuses.
• Potential promotion to a Customer Support Manager position.

How to Apply:
1. Change the subject line of your email to “I Want to Work for You – Customer Success”.
2. At the top of your message, write 2-3 sentences on why you would like this position and why you are a good fit.
3. Create a short Loom video (minimum 1 minute) and answer the following questions:

A) What is your experience with customer support?
B) How do you define great customer support?
C) What was your previous job like?
D) What is the #1 thing that you wish all customers could understand while contacting support lines?
E) Why should we hire you?

Please follow the above instructions carefully, as any additional information will not be considered. We look forward to reviewing your application!