Non-Voice Customer Support Representative

COMPANY: RYZE Superfoods

INTRODUCTION
We’re hiring a Customer Support Representative to be part of the team behind our e-commerce mushroom brand RYZE Superfoods. We have high standards for our service, and our customers expect fast and high-quality responses. As a Customer Support Representative, you are directly responsible for the success that we see as we watch RYZE grow. You’re responsible for showcasing our products to our customers and showing them who we are, what we do, and why we do it. It’s your job to make each customer feel like a VIP, and that’s an extremely important job!
BENEFITS AND OPPORTUNITIES
We are hiring full-time Customer Support Representatives that will stay with us for the lifetime of the company. RYZE offers many opportunities to provide you with a career that grows with you as you grow as an employee. We only hire from within when adding people to our leadership team, so you’ll start as a Customer Support Representative and then could be promoted to Team Leader, Training Specialist, Quality Assurance Specialist, Subject Matter Expert, etc.
Our company is fully remote, and we are a “non-voice CS” company meaning that you’ll never be on the phone talking to customers. Your work schedule will consist of five workdays and two rest days, and we ensure that your two rest days each week are consecutive. We grant time off requests within reason and as needed. While time off is unpaid, we are committed to respecting your life outside of work and honoring time off requests when we get them.
We have a robust training program that you’ll go through before you start working with us. Our trainers make sure that you’re thoroughly educated on everything you need to know to be the best CSR you can be. We equip you to succeed so you can thrive in your role.
WORK ENVIRONMENT
We put a large emphasis on company culture at RYZE. We’re staffed with friendly, helpful, approachable people. We’re consistently celebrating each other’s victories and promotions in Slack and checking in with each other throughout our workday to stay connected. At RYZE, the management team isn’t the only one celebrating you, but your fellow RYZE’ers are too! We aim to make everyone feel welcome here. Most of our customer service employees live in the Philippines. You’ll find great co-workers that come from a similar background as you, making you feel comfortable and at home here from the start.
JOB DESCRIPTION

Respond to customer inquiries and provide prompt and accurate assistance through various channels such as email and social media
Resolve customer issues, complaints and concerns effectively and efficiently – striving for first contact resolution
Identify and assess customer needs to achieve customer satisfaction – take proactive approach to address potential problems and prevent escalation
Maintain a comprehensive understanding of the company’s products, services, policies and procedures to provide accurate information to customers
Process customer orders, returns, account information changes and refunds in accordance with company procedures and policies’
Proactively engage with customers to understand their needs, usage patterns, and satisfaction levels to identify opportunities for retention and upselling
REQUIREMENTS

Flexibility to work shifts, including evenings, weekends, and holidays as customer support operates on a 24/7 basis
Must have your own strong and stable internet connection, laptop/desktop and access to a backup generator in case of power disruptions in your area
Strong communication and interpersonal skills – both verbal and written communication, with the ability to convey information clearly, professionally and empathetically
Proven experience in customer retention or sales, preferably in a subscription-based business
Excellent problem-solving abilities
Proficiency in using customer relationship management (CRM) software
Ability to adapt to changing business needs and work in a fast-paced environment
Ability to multitask and prioritize workload effectively
Exceptional customer service skills, with the ability to handle challenging situations and provide solutions that address customer concerns
HOW TO APPLY:

To apply for this role, please create a Loom video of yourself covering the following points and click here to fill out the application form:
1) What attracted you to apply for this position?
2) Tell us about you – share something about you that is not on your resume.
3) What is a weak point that you could work on?

Application Form Link: Click to view/public/process/Pf50dec872-52ea-4162-9f49-7bb7f971e9a0

Once we have reviewed your application, we will reach out with an update regarding your application once one becomes available.

Thank you for your interest in RYZE Superfoods & we hope to have you join the RYZE family!