Our Customer Service Lead is in charge of ensuring outstanding customer service to our customers & social media followers. Your role is to ensure that customers' negative experiences are mitigated and positive experiences are amplified.
What You'll Do
- Provide outstanding service to online customers with a warm and empathetic approach in line with the Rebdolls brand and voice across all platforms.
- Provide customer service support across all Rebdolls channels both written and verbal.
- Develop and maintain a knowledge base of the evolving products and services
- Attend & contribute to team discussions to help develop strategies & procedures that will contribute to improving overall customer experience.
- Support customers with escalated enquiries through to resolution.
- Assess and recommend customer experience process and optimization of CRM.
- Maintain clear and open communication with the management team.
- Build and maintain strong professional relationships across all departments.
- Recruit, mentor, and develop future customer service representatives
Skills:
- Must have prior experience working in an online direct to consumer brand.
- Must have experience in Shopify.
- Must have experience managing tickets on Gorgias or Zendesk.
- Shipstation experience preferred.
- Proven working experience as a customer service agent or lead.
- Excellent written and verbal communication skills.
- Strong leadership, organization, and problem-solving skills.
- Previous experience in over-the-phone customer service.
- Ability to prioritize and multitask.
- Positive and professional demeanor.
Job Type: Full-time
Pay: $16.60 - $17.56 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Microsoft Office: 2 years (Preferred)
- Sales: 1 year (Preferred)
Location:
Work Location: Remote