Customer Service Representative
Purpose of Job: A Customer Service Rep/Personal Shopper communicates with customers through Live Chat, email and by phone to answer questions, solve problems, research account activity and notes, troubleshoot any issues, provide customers with attention like that of a personal shopper to offer product solutions.
Essential Job Functions or Responsibilities:
Professionally respond to and resolve inquiries of incoming customer web chats across a wide variety of topics
Actively listen carefully to the customer’s question or complaint before following protocol to resolve the issue or answer the question
Answer questions regarding promotions and general product inquiries
Assist customers who make online appointments using Calendly
Document all chats clearly and thoroughly
Properly create exchanges, sales orders, credit memos, and credit adjustments and refund requests
Assist guests with changing delivery dates, converting delivery to pick up and vice versa, adding or deleting items off an order
May assist with chat escalation issues as needed
Instruct guests on the process of starting a warranty claim
Actively up-sell products and services to customers
Maintain detailed and clear notes regarding chats and be able to communicate effectively via online chat with customers
Working Conditions: Monday-Friday (9am-5pm) in our Norcross office.
Required Qualifications:
Experience in customer service, specifically in call centers.
Education : At least some college is preferred. Communication : Possess solid communication skills, active listening.
Writing Skills : Must be able to write professionally and grammatically in Spanish and English. Bilingual Spanish/English : Able to communicate fully in both Spanish and English. Computer Skills : To perform this job successfully, an individual should have knowledge of MS Word software and MS Excel spreadsheet software, Zoom and google meets.
Positive and solution-oriented attitude.
Ability to multitask and manage priorities efficiently.
Teamwork-oriented mindset and strong collaboration skills.
Flexibility to learn new systems (training will be provided).
Preferred not required Qualifications:
Computer Software: Shopify, TP Client, Kustomer, Order Power, Amazon Connect.