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Customer Service Representative

Kawaii Slime Company
Email

THE PURPOSE:
Our children's toy manufacturing business is looking for a bubbly, bright, and upbeat Customer Service Representative to communicate with our customers primarily via email and online support platforms, with occasional phone calls as well.
You will be responsible for communicating with customers, keeping them up to date, providing information about their account, transactions, payment information, orders, shipping, products, and helping to mitigate and solve order problems. This position is primarily done through email and online support — we are not a call center.
We are looking for someone who genuinely enjoys helping people, can stay positive when dealing with frustrated customers, and is comfortable taking ownership of a customer's issue from beginning to end.
We will provide all the continued resources, product knowledge, and training you will need to help you work in a timely manner and demonstrate excellent problem-solving and customer service skills.
To learn more about the toys we manufacture and our brand visit www.kawaiislimecompany.com

THE ROLE:

  • Responding to customer support queries primarily through email and our online support platform.
  • Using Zendesk to manage, organize, prioritize, and respond to customer support tickets.
  • Being the first point of contact in addressing tickets promptly and effectively.
  • Taking responsibility and ownership of all received tickets.
  • Troubleshooting customer questions and concerns using a logical and solutions-oriented approach.
  • Researching orders, accounts, transactions, payments, shipping information, and other customer concerns to determine the best solution.
  • Providing customers with accurate information regarding products, orders, shipping, returns, refunds, exchanges, subscriptions, loyalty points, and company policies.
  • Working to meet or exceed ticket quotas and response-time expectations each day.
  • Communicating with customers by phone when an issue is better resolved through a phone call.
  • Handling frustrated or upset customers with empathy, patience, and professionalism.
  • Collaborating with and escalating issues to other teams when necessary to find solutions.
  • Listening to customer feedback, processing the information, and determining the best response in line with the team's business objectives.
  • Following up with customers when additional information or action is needed.
  • Collecting and summarizing feedback from customers to give to sales, product development, operations, and marketing teams to improve the customer experience.
  • Identifying recurring customer issues and bringing them to the attention of management.
  • Assisting customers with loyalty program points, account questions, and subscription service inquiries.
  • Maintaining a strong knowledge of our products, policies, promotions, and procedures.
  • Delivering excellent levels of customer service at all times.
  • Continuously looking for ways to improve the customer experience and customer service processes.
  • Additional customer service support as needed.

THE CANDIDATE:

  • Empathetic; you connect well with other people and understand the customer's pain points.
  • Solutions- and customer-oriented; when there's a problem, you're focused on setting things right.
  • Highly results-oriented; you want your work to make a direct impact on the business.
  • Energetic; an upbeat attitude goes a long way in handling interactions with customers.
  • A strong communicator; you can communicate clearly and professionally through both written and verbal communication.
  • Comfortable handling difficult situations; you can remain calm and professional when dealing with frustrated customers.
  • A collaborator; if there's a more complex issue that you can't solve yourself, you'll seek help from other teams.
  • Detail-oriented; you understand that accuracy is important when dealing with orders, payments, accounts, and customer information.
  • Efficient; you can manage multiple customer inquiries while maintaining quality and accuracy.
  • Adaptable; you're comfortable learning new products, systems, and processes.
  • Inquisitive; you ask questions, seek to understand problems, and have the drive and ambition for continuous improvement.
  • And most importantly, you have a genuine heart to help solve our customers' problems!

REQUIRED EXPERIENCE:

  • Prior Zendesk experience required.
  • Prior customer service/support experience required.
  • Excellent grammar and written communication skills.
  • Comfortable communicating with customers by phone when necessary.
  • Experience handling customer support inquiries through email or online platforms.
  • Empathetic, yet business-oriented, and able to think and respond on your feet at the same time.
  • Strong problem-solving skills and the ability to troubleshoot customer issues independently.
  • Strong attention to detail.
  • Ability to work efficiently while managing a high volume of customer inquiries.
  • A strong will to learn and adapt to rapidly changing environments.
  • Ability to work independently while also collaborating with other teams.
  • You'll have an inquisitive nature and the drive and ambition for continuous improvement.
  • E-commerce, Shopify, subscription service, or loyalty program experience is a plus.
  • And most importantly, a genuine heart to help solve our customers' problems!

Job Type: Full-Time
Salary: $18.00–$22.00 per hour, depending on experience

Benefits:

  • Employee discount
  • Health insurance
  • Dental insurance
  • Vision Insurance
  • Life Insurance
  • Paid Time Off
  • 401K/Match