Senior Customer Service Lead (Ecommerce)

** IMPORTANT – Please READ the full job description carefully before applying **

We are a fast growing physical e-commerce organization and looking for a long term quick minded senior customer service lead role for 2 online brands.

We are looking for someone with high urgency.
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People who understand the main goal and can be proactive and autonomous in solving problems, offering solutions, executing at high standards and pushing the project forward.

You are a self-starter. You typically don’t need to be told what to do and just do it. You have been in fulfilling customer satisfaction for a few years now. You work well with others, are effective, fast, and confident in your ability. You’ve worked at companies where you had to wear a few hats in the customer service process. You know how to deal with resistance to organization and have the people skills to get your stakeholders to move and do what you need in a timely manner. You find excitement working for small companies and helping them grow their product offering so you can grow with them.. If this sounds like you, please keep reading.

Required responsibility:

1. Managing customer service/ client inbound inquiries (99% email support, 1% phone support)
2. Must be able to handle multi-spec data products. (different color, different package quantity, different size variations)
3. Data sync and entry.
4. Trouble-shoot problems and issues while being attentive to customer details.
5. Customer invoicing and shipment creation. / Settle shipment errors or warnings.
6. Following, documenting and creating new customer response processes.
7. Help customer solve problems while maintaining commitment to company’s interest.
8. Creating orders for customer exchanges, purchases, replacements.
9. Creating opportunities in inbound sales inquiry for up-sell commission.
10. Customer retention mindset.
11. Create / update processes, FAQ, macros and automations. – *If you have experience with the mentioned advanced customer service process, do share the details in your CV.
12. Creating and managing case inquiries with ecommerce platform reps.
13. Ability to filter important messages and SPAM

We are interested in responsible, dedicated and self motivated candidates that will go the extra step to solve problems. Candidates should also show a consistency in work and task organization.

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What you will get:

-Competitive Pay
-5 .5 day work week / PH time zone daytime work (15-20 minutes per day on Sat and Sun and public holidays for urgent tickets and Amazon tickets with 24H response time required.)

-PH public holidays off (15-20 minutes per day on Sat and Sun and public holidays for urgent tickets and Amazon tickets with 24H response time required.)

-Room for advancement + Yearly performance bonus**

-100% stable / remote work

-Sales commission opportunities on top of regular monthly salary

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Required Qualifications:

1. Fluent English.
2. University graduate.
3. Willing to learn
4. Hungry for company growth.
5. Logical thinker with critical thinking
6. Must be internet savvy and know how to google for answers when needed.
7. Able to work independently.
8. Good stable internet connection.
9. Excel, spreadsheets, word etc.
10. Problem solver!
11. Experienced in big BPO and CRM a plus.
12. Attentive to detail with good memory of customer needs
13. Knowing how to ask the right question to the right party.
14. BIG PLUS if you can create automations, templates, macros, FAQ, processes etc. – *If you have experience with the mentioned advanced customer service process, do share the details in your CV.
15. Available on weekends and holidays for quick customer inquiries.

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DO NOT APPLY IF

1. You like to ask questions about everything, including questions that can be figured out by searching or logical thinking.
2. You are unable to follow specific instructions even when instructions were clear.
3. You cannot maintain consistency when working independent including work hours or work processes.
4. Your internet connection at your location is patchy and inconsistent.
5. You are unable to reply messages within 10 mins during working hours.
6. You are an un-organized person – Need your colleagues to follow up with all your work with reminders.
7. You are a person that cannot tell the difference between urgent and non urgent customer inquiries.
8. You are someone who waits to receive clearly stated tasks all the time before doing anything.

The ideal candidate:
**Please type “CSR-2” at the top of your cover letter – otherwise your application will be immediately rejected**