Experienced Customer Online Support Specialist – Delivering Exceptional Customer Experiences at careerzynith
About careerzynith
At careerzynith, we're passionate about revolutionizing the way people interact with our brand. As a leading innovator in the industry, we're committed to providing exceptional customer experiences that exceed expectations. Our team is dedicated to fostering a culture of excellence, where creativity, innovation, and collaboration thrive. If you're a customer-centric individual with a passion for delivering outstanding support, we want to hear from you!
Job Highlights:
Location: Remote
Compensation: a competitive salary
Company: careerzynith
Position: CUSTOMER ONLINE SUPPORT
Start Date: Immediate openings available
Position Purpose and Expectation:
As an Experienced Customer Online Support Specialist at careerzynith, you'll be the face of our brand, providing exceptional support to our customers through various channels. You'll be a wonderful communicator, able to put people at ease with your natural patience and attentiveness. Your excellent product knowledge will enable you to recognize and address customer concerns promptly, ensuring a positive experience for all.
Role Overview:
In this role, you'll be responsible for capturing, reporting, and resolving customer feedback related to their experience using careerzynith.com. Your primary focus will be on managing customer emails, prioritizing responses, and escalating issues to ensure 100% satisfaction. You'll also assist with language and descriptions, providing valuable insights to our Content team to enhance the customer experience.
Key Responsibilities:
Manage customer service responses for careerzynith.com, live chat, inbound phone calls, and social media
Engage with our team and customers to achieve 100% service resolution within 24 hours
Reply to customers in a timely manner, adhering to our department's KPIs
Manage ad-hoc duties as directed by the CX Manager and Coordinator
Liaise with internal stakeholders, including marketing, digital, trade, and retail teams
Solve customer issues, complaints, and feedback efficiently, adhering to our policies
Requirements of the Role:
Respond to daily customer feedback with proactive and decisive communication, resulting in positive outcomes
Target an ongoing KPI of service resolution at 100%, high customer satisfaction rates, and full complaint resolutions
Assist in defining item descriptions and display to create the best possible content for our customers and stores
Communicate effectively through our customer omni-channels
Assist in managing order fulfillment by following up with customers, logistics, and management
Attributes Required:
Excellent communicator in verbal and writing skills
Ability to deliver on schedule, working calmly and efficiently under pressure
Desire to develop the careerzynith communication to an audience beyond the website, with increasing knowledge and insight into our customer's habits and reactions
Knowledge of Futura is desirable
Knowledge of Zendesk or similar customer ticketing/service systems
Knowledge of Shopify+ is desirable
Willingness and ability to learn new software programs quickly, on the job
Strong analysis and problem-solving skills
Understanding of customer service ethos, online shopping experiences, and general e-commerce practices
Ability to manage and prioritize your own time and workload
Ability to record information accurately and produce accurate & timely reports
Team player
Highly accountable
Ability to take direction and work with minimal supervision
Respect for procedures and business requirements
Your Career Path:
This role will have many touchpoints within the online team. Depending on your success, skill set, and desire, the customer experience support team member will have exposure to service delivery management, fulfillment management, content management, and customer engagement (EDM) coordination.
Core careerzynith Competencies:
Please refer to our Culture Commitments.
Dress Code:
In presenting an image that reflects our brand's professionalism, the Support Team will present as follows:
Professional smart casual; business appropriate. Always dress up, don't dress down
Please refer to our Style Guide.
Ready to Join Us?
If you're a customer-centric individual with a passion for delivering outstanding support, we want to hear from you! Click the link below to apply now, and we'll be in touch soon!
Apply To This Job
Apply for this job
At careerzynith, we're passionate about revolutionizing the way people interact with our brand. As a leading innovator in the industry, we're committed to providing exceptional customer experiences that exceed expectations. Our team is dedicated to fostering a culture of excellence, where creativity, innovation, and collaboration thrive. If you're a customer-centric individual with a passion for delivering outstanding support, we want to hear from you!
Job Highlights:
Location: Remote
Compensation: a competitive salary
Company: careerzynith
Position: CUSTOMER ONLINE SUPPORT
Start Date: Immediate openings available
Position Purpose and Expectation:
As an Experienced Customer Online Support Specialist at careerzynith, you'll be the face of our brand, providing exceptional support to our customers through various channels. You'll be a wonderful communicator, able to put people at ease with your natural patience and attentiveness. Your excellent product knowledge will enable you to recognize and address customer concerns promptly, ensuring a positive experience for all.
Role Overview:
In this role, you'll be responsible for capturing, reporting, and resolving customer feedback related to their experience using careerzynith.com. Your primary focus will be on managing customer emails, prioritizing responses, and escalating issues to ensure 100% satisfaction. You'll also assist with language and descriptions, providing valuable insights to our Content team to enhance the customer experience.
Key Responsibilities:
Manage customer service responses for careerzynith.com, live chat, inbound phone calls, and social media
Engage with our team and customers to achieve 100% service resolution within 24 hours
Reply to customers in a timely manner, adhering to our department's KPIs
Manage ad-hoc duties as directed by the CX Manager and Coordinator
Liaise with internal stakeholders, including marketing, digital, trade, and retail teams
Solve customer issues, complaints, and feedback efficiently, adhering to our policies
Requirements of the Role:
Respond to daily customer feedback with proactive and decisive communication, resulting in positive outcomes
Target an ongoing KPI of service resolution at 100%, high customer satisfaction rates, and full complaint resolutions
Assist in defining item descriptions and display to create the best possible content for our customers and stores
Communicate effectively through our customer omni-channels
Assist in managing order fulfillment by following up with customers, logistics, and management
Attributes Required:
Excellent communicator in verbal and writing skills
Ability to deliver on schedule, working calmly and efficiently under pressure
Desire to develop the careerzynith communication to an audience beyond the website, with increasing knowledge and insight into our customer's habits and reactions
Knowledge of Futura is desirable
Knowledge of Zendesk or similar customer ticketing/service systems
Knowledge of Shopify+ is desirable
Willingness and ability to learn new software programs quickly, on the job
Strong analysis and problem-solving skills
Understanding of customer service ethos, online shopping experiences, and general e-commerce practices
Ability to manage and prioritize your own time and workload
Ability to record information accurately and produce accurate & timely reports
Team player
Highly accountable
Ability to take direction and work with minimal supervision
Respect for procedures and business requirements
Your Career Path:
This role will have many touchpoints within the online team. Depending on your success, skill set, and desire, the customer experience support team member will have exposure to service delivery management, fulfillment management, content management, and customer engagement (EDM) coordination.
Core careerzynith Competencies:
Please refer to our Culture Commitments.
Dress Code:
In presenting an image that reflects our brand's professionalism, the Support Team will present as follows:
Professional smart casual; business appropriate. Always dress up, don't dress down
Please refer to our Style Guide.
Ready to Join Us?
If you're a customer-centric individual with a passion for delivering outstanding support, we want to hear from you! Click the link below to apply now, and we'll be in touch soon!
Apply To This Job
Apply for this job