Customer Support Agent (e-commerce)

We are a digital marketing company that operates an e-commerce brand on Shopify & a business education brand.

We are looking for a great, well-spoken, reliable, friendly, articulate Customer Support Agent on a full-time basis with a minimum of 1-2 years experience. This is a long-term position that will involve a lot of new fun and exciting challenges. ??Full training will be provided during onboarding to teach you everything you’ll need to know so you can build upon any of your existing experience and talents. The initial onboarding period will evaluate your performance and abilities to communicate with customers - delivering an awesome experience and efficiently replying to customers in a timely fashion. ?

You will be working directly with the owner of the company to help with the operations of the business. The general vibe of the Founder is fun and easy-going, but expects work to be done. The role is multi-faceted, with the key role tasks listed below.

Communication would be done on Slack to ensure cohesion. ?

Key Role Tasks:
- [ ] Customer Support
- [ ] Manage customers via Email, Phone, SMS, etc
- [ ] Manage brand reputation when necessary (ex: TrustPilot)

- [ ] Shopify / E-Commerce
- [ ] Able to navigate and use Shopify & Shopify apps - experience using the platform with other e-commerce brands
- [ ] Able to use fulfillment platforms to ship out orders
- [ ] Able to manage & learn new web software platforms when necessary

- [ ] Inventory Management
- [ ] Review current inventory & work with 3PL partners with regards to our stock
- [ ] Manage relationships with overseas suppliers
- [ ] Ship orders to customers

- [ ] Phone
- [ ] Speak with customers or potential clients
- [ ] Call companies (ex: DHL) to enquire about status of shipments.

- [ ] Research
- [ ] Help with personal travel - Airbnb, finding hotels, finding deals for flights
- [ ] Find product & lifestyle photographers on Instagram/Google in various cities
- [ ] Savvy with Social Media

- [ ] Social Media Management
- [ ] Manage reputation of brand(s) on Instagram and Facebook

- [ ] Email Marketing
- [ ] Prepare marketing campaigns to be sent out through platforms like Klaviyo

- [ ] And much, much more…


Working Hours:
- [ ] Flexible working hours - Monday to Friday
- [ ] Ideally working within similar time zones to UK / North America.
- [ ] 40 Hours Per Week
- [ ] Remote Position - Home-Based (Work From Home)


Key Skills:
- [ ] Language: Fluent verbal & oral English
- [ ] Tech-Savvy: Able to adapt & learn new things easily
- [ ] Communication: Easy & friendly to get along with
- [ ] Self-Directed: Able to work on your own without constant communication or assistance.

Mandatory Requirements:
- [ ] Fast & reliable Internet connection
- [ ] Laptop with good quality audio & video functionality for Zoom / Conference calls if needed.

If interested, please provide your CV and details of relevant experience. Failure to do so will result in ignoring the application.