CRHandrail aims to empower people to easily install handrails and keep their loved ones safe. Our handrails are built to be installed with ease, and our updated installation instructions make the process easier to understand and implement. We currently are a small but awesome team working remotely, and we plan to expand and ramp up throughout the year. We value excellence, teamwork and are serious about our company values (/pages/about-us).
We are looking for a highly motivated, sociable, and detail-oriented Customer Support Specialist to join our team. The Customer Support Specialist will be responsible for earning our clients’ trust by answering our customers’ queries about our products as well as assisting with technical problems when using our products. This is a frontline role which means you’ll be actively contributing to our mission to help our customers with limited time, resources, and skills to keep their loved ones safe easily.
This is a REMOTE opportunity requiring a good internet connection (at least 50MBps), your own workstation, a smartphone with data, and schedule flexibility including the possibility of weekend work when required.
Key Responsibilities:
– Be a product expert. Understand our products, our competitor’s products, the issues, our value proposition, as well as our process/resolution (this will help you do your job well)
– Be an advocate of our core values:
***Keep it Simple, Silly: You must be the type of person who is able to think outside of the box, think ahead for the customer, and provide solutions that are well thought out and simple
***Purposeful Design to eliminate waste: Your responses/answers should be very intentional. Eliminate wasted time by thinking ahead and answering the core of the customer’s problem to avoid a lot of back and forth.
***Delighting Stakeholders: Provide EXCEPTIONAL Customer Support by responding to customer queries in a timely and accurate way, via phone, email or chat (You really have to help resolve the problem and get to the solution / what the customer is really wanting to happen)
***Constant Growth & Improvement: Be curious and cognizant about our product, processes, as well as of what’s going on within the industry so you can help make suggestions on how we can improve
– Update our internal databases with information about technical issues, questions, and other useful discussions with customers so we can improve our system / product
– Monitor and study our customer reviews / feedback on our amazon product listing (so you can help make suggestions on how to improve our product/process)
– Data entry (make labels/ship things on FBA or other shipping platforms, either for inbound or for customer spare parts)
What your day will look like & SLA:
– Reply to customers always within 5 minutes. You can be flexible with how else you want to spend your time at work as long as you are meeting this SLA. We prefer for you to be attentive around the computer and be on the lookout for new messages/tickets (especially SMS; people LOVE a quick response)
– Resolve all issues by end of day (you can snooze if we are waiting for a customer or another person’s reply/info)
– Fill out an End of Day report to confirm you have done all the required checklist/tasks for the day (it’s the same daily)
– Fill out an End of Week report to think about how the week went and anything can be improved (same weekly)
– You are expected to provide complete resolution to exactly what the customer is trying to do (not necessarily what the customer is asking about… we are to provide EXCEPTIONAL customer support. Our customer service is about quality, NOT quantity. Please understand this and if this is not you, it’s ok and please do not apply.
Requirements:
– At least 3 years of experience in customer service
– Strong attention to detail
– Strong interpersonal skills
– Strong critical and lateral thinking
– Positive and confident personality
– Excellent verbal and written English communication skills
Nice to have:
– Experience handling Amazon messages/customer service/order management
– Experience handling Shopify order management
– Experience with Builder’s Hardware / the Builder Hardware Industry
Some of the perks:
– Competitive pay in line with your experience
– Work from home / work from anywhere
– Paid time off on your 3rd month (up to 12 PTO per year)
– PH Holidays
IMPORTANT NOTE: We are not a PH company and do not have an entity in the Philippines. This means successful candidates will be engaged as independent contractors and will be responsible for their own taxes and government contributions.
TO APPLY: Please complete the following:
Answer our Behavioral and Cognitive Assessments: /bo/DGW4/CSSpecialist
Fill out our Application Form: /3BntVtX
ONLY APPLICATIONS THAT COMPLETE OUR BEHAVIORAL ASSESSMENT AND APPLICATION FORM WILL BE CONSIDERED
APPLY FOR THIS JOB:
Company: CR Fence & Rail
Name: Paul
Email: