Customer Service Advisor | Fully Remote Position | READ FULL JOB POST!!
Hey there! This is Will & Paul Co-founders of WNW Group. We strive to create a trusted and beloved e-commerce brand that our customers can rely on for all their needs, and a company that our employees are proud to be a part of.
We are an 8-figure eCommerce holding company that has successfully scaled multiple brands in just two years! We’ve hit our $25M run rate in 2023, and we project to reach up to $40M in 2024…But there’s one thing stopping and we need your help.
As the industry continues to evolve, we have identified amazing customer experience as a “way to stand out” and grow. So we’re looking for elite customer service agents like YOU to take us to the next level!
?????????Together we:
Help AU-based customers
Cultivate a supportive working environment
Find the best people and invest in them through trainings and other resources
?? We…
Thirst for Knowledge. We are always in the pursuit of greater knowledge to advance both in our personal and professional lives.
Continually improve. We are committed to learn from past results and continuously improve.
Integrity. Acting with strong ethics.
Communication. Everyone understands that communication is top priority and nobody is afraid to ask questions or speak up.
Accountability. We are accountable to ourselves and our team members, owning up to our responsibilities, decisions, and mistakes and constantly learning from them.
Output-focused. We take pride in delivering optimal results and recognize the efforts and achievements of our team members.
Solution-Oriented. We focus on finding the solutions rather than the problem, both within the organization and towards our customers.
Fun & Friendly! We believe that work should be enjoyable, and we strive to create a positive and inclusive culture where everyone feels valued and appreciated. From brainstorming sessions to team-building activities, we make sure that our employees have fun and feel motivated every step of the way.
???? Our Take On the Company
WNW Group is led by two charismatic, passionate, creative, and dedicated Co-founders: Will & Paul. They are an integral part of our team and continue to inspire us with their vision and drive.
???? What We Want You To Do
As a vital member of our team, you will be responsible for providing exceptional service to our valued customers. Your primary goal will be to ensure customer satisfaction and resolve any inquiries or issues they may have. This role requires excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment.
Responsibilities:
Respond promptly and professionally to customer inquiries through various channels, including phone, email, and live chat.
Provide accurate and efficient solutions to customer problems, addressing concerns, and ensuring resolution to their satisfaction.
Build strong relationships with customers, establishing trust and rapport while demonstrating empathy and understanding.
Maintain thorough knowledge of our products, services, and policies to effectively assist customers and provide accurate information.
Collaborate with internal teams, including fulfillment, sales, and marketing, to ensure timely resolution of customer issues and inquiries.
Document customer interactions, including inquiries, complaints, and resolutions, in a clear and concise manner.
Identify and escalate priority issues to the appropriate teams or management when necessary.
Assist in maintaining a comprehensive knowledge base and FAQs to help customers find answers and resolve common concerns.
Stay up-to-date with industry trends and best practices in customer support to continuously improve service quality.
???? Key Performance Indicators (KPIs):
Customer Satisfaction Score (CSAT): Measure customer satisfaction through post-interaction surveys, aiming for a high CSAT score.
First Response Time: Monitor and maintain a low average first response time to ensure prompt customer service.
Resolution Time: Track and improve the average time taken to resolve customer issues, aiming for efficient resolutions.
Ticket Volume: Manage and reduce the number of open customer tickets by providing swift resolutions and proactive communication.
Quality Assurance: Maintain a high level of quality in customer interactions by adhering to established guidelines and standards.
???? You’re Perfect If You Have/Are…
Output focused
Proven experience in a customer support or similar role, preferably in an ecommerce or online retail environment.
Experience in Shopify platform and Re:Amaze or Gorgias highly preferred.
Detailed oriented and meticulous
You are a self-starter and can work independently without supervision
Strong problem-solving and decision-making abilities, with a proactive and solution-oriented mindset.
You are comfortable working remotely, at your own time
You have excellent written and spoken English skills so you can easily collaborate with our team
Team player, able to take on feedback and implement it quickly to achieve greater results
You are proactive and constantly finding new ways to improve your performance
High standard of achievement and integrity
Good at following set structures to create SOPs for all repeatable tasks
Proficiency with apps like: Hubstaff, Slack, Shopify, Notion, ClickUp
Availability to work flexible hours, including evenings, weekends, and holidays as needed.
? Working Hours
You will be required to coordinate with the rest of the team for at least 3 hours per day in the AEST time zone. For the rest of the schedule you can login earlier or later depending on your preference.
Working/Company Time Zone: AEST time zone
???? How Do I Apply
If this sounds like you, go to send me a video of you answering the questions below and saying the words “Yellow Summer” at the end so we know you’ve read the whole post. We’d love to get to know you better!
– What does a good email response consist of?
– If you had a big backlog of emails to respond to, how would you prioritise them?
– When responding to a customer, how do you decide what information to include and what to leave out?
???? Our Hiring Process
– Fill out and answer the questions in the ClickUp form and submit your loom. DO NOT APPLY HERE. APPLY THROUGH THE FORM!
– Link to our form here /6923630/f/6k9be-4882/0RT0427GU9A9HTE0ZM
– Behavioural and Cognitive assessments
– Complete a short test task to test your skills
– 1-on-1 video interview with the co-founder
???? Disclaimer
If you can commit to and live with the following principles, then you are the type of person who will be successful and help our company thrive. If you feel this level of engagement is not right for you or that you’re not willing or able to participate with us at this level, we are not a good fit for you.
Our expectation is that you will take the steps necessary to do what you say you are going to do and be accountable for your actions. In other words, live “Above the Line.”
We understand that not every person is ready for this level of performance, and we appreciate the honesty of those who decide this is not the right place for them. On the other hand, you would make an ideal candidate to join our company if you are willing to commit to our principles.
Benefits
Fully remote position. Work from the comfort of your home, the coziness of a coffee shop or anywhere in-between.
Flexible working schedule
End of year bonus
Health benefits
Paid Holidays
Paid Leave
APPLY FOR THIS JOB:
Company: New York Family Law Group
Name: Will Wu
Email: