ABOUT US
SWOOC Games is one of the fastest-growing game companies in the US since 2015 doing seven figures in sales annually, being featured on the INC 5000 twice. We are seeking a dedicated and committed candidate that is looking for a long-term position with room to grow with our company.
For a candidate with the drive to learn and grow, this truly is an amazing opportunity. We are recruiting, training & building a team for long and successful careers with our company. Our ideal candidate is committed to growing together with us, and in turn, we will give you all the tools and support to succeed and grow in your career.
Are you passionate about:
• Think Big
• Learn & Grow
• Focus on the Future
• Be Fueled by Innovation
• Take Ownership
• Be Respectful
Then, you’ve found the right place! Our team values these qualities and seeks individuals who are enthusiastic about making an impact.
This opportunity may not be the perfect match if:
• You’re just looking for any gig to try
• Adapting to USA working hours doesn’t fit your schedule
• Providing exceptional customer service isn’t your strong suit
For more information, visit us at
ABOUT THE ROLE
As part of the SWOOC Games Team, your mission is to manage order processing efficiently while maintaining professionalism in every customer interaction and surpassing customer expectations, ensuring that each encounter results in an outstanding and gratifying experience.
• Respond to all customer service inquiries via email, marketplace messages, and phone.
• Ensure all orders are routed to the proper warehouse, with all necessary files, and shipped on time.
• Troubleshoot any order issues with customers or the 3PL warehouse.
• Contact freight companies as necessary for lost/delayed packages.
• Develop appropriate plans to drive customer service innovation.
• Ensure an awareness of customer service-related trends and topics in the marketplace.
• Proactively advise internal teams of recurring customer feedback (positive or negative) as well as requests for products.
• Ensure Customer Service guidelines and processes are well maintained and up to date.
• Share Customer Experience data, including the volume of inquiries related to any positive or negative experiences.
• Provide tracking as necessary and support customers in day-to-day operations.
ABOUT YOU
The ideal candidate must have the following knowledge, skills, and work experience.
• Bachelor’s Degree or equivalent experience
• 3 to 5 years of customer service experience in the e-commerce or retail industry
• Experience working with a high volume of customers
• Experience in E-commerce order processing or customer service
• Experience in Freshdesk is a plus
• Strong sense of customer advocacy and customer-first mindset
• Able to engage with customers to understand their issues, articulate customer needs, and navigate challenging customer conversations.
• Key Competencies: Client-Focused, Results-Oriented, Communication, Adaptable/Flexible, Listening Skills.
• Advanced MS Excel and Google Sheets (Pivot Tables, Macros; Formulas: VLOOKUP, PVOT, SUMIFS, and more)
• Google Workspace, MS Word, & PowerPoint
• Freshdesk, Asana, Slack, Slab
• Internet & Tech Savvy
HOURS OF WORK PER WEEK
• 40 hours per week. Monday – Friday, 08:00am to 01:00pm EST.
• The remainder of the hours are on flexible time.
SALARY & BENEFITS
• Salary is $5-$8/hour DOE
• 13th-Month Pay
• Paid Time Off
• 11 Paid Public Holidays
• Quarterly Bonus
• Annual Salary Increment
• Annual Christmas Bonus
• SWOOC Team Member Discounts
• Referral Bonus Program
• Work/Life Balance
• Salary depends on experience. Paid biweekly via Wise.
If you feel you are a great fit for this position, please reply to this job post with your updated resume.
SWOOC Games team is looking forward to meeting you!
APPLY FOR THIS JOB:
Company: Structure 2 Scale
Name: Mina B.
Email: