Experienced Customer Service & Social Media Moderator VA for Ecommerce Store (FULL-TIME POSITION)

We are in eCommerce business that sells unique & interesting products to customers worldwide and we are currently expanding our team! This is a full-time position. We are looking for a VA/Customer Service who will really "WOW" our customers and us.

We have 1 shift work to be filled up:
8am to 4pm (Philippines Time Zone) (1 hour break)


DUTIES & RESPONSIBILITIES:

-Respond and solve customer email enquiries, such as complaints, order cancellation and shipping status.
-Respond comments on social media sites - Facebook Fanpages, Instagram, Twitter, Pinterest.
-Identify threats and opportunities in user-generated content in social media and report notable threats to appropriate management
-Research & Post new content daily on social media sites, and email customers to promote products.
-Respond to Website live chat
-Check products orders, fulfilment and tracking numbers from Ecommerce store when required for customer support.
-Re-organize and compile product orders in an excel before sending to suppliers for fulfilment.


QUALIFICATIONS & COMPETENCIES:

To meet the minimum qualifications for this position, an individual must have the following required skills and abilities:

- Must have former call center, customer service or help desk experience; providing email support
- We prioritise good working attitude the most
- Strong customer service focus
- Strong verbal and written skills in English
- Ability to recognize situations that require escalations
- Ability to deal with disgruntled or dissatisfied customers professionally
- Ability to multi-task in a fast paced and changing environment
- Must have experience and be comfortable video chatting.
- Must have a computer with microphone & camera.
- Must have access to fast, reliable internet at least 3 Mbps internet upload/download.
- Must have a GOOD & FAST, less than 2 years old, working computer.
- Must be comfortable sitting and working in front of the computer for 8 hour shift.
- Must have good attention to detail and be organized.
- Ability to follow strict policy guidelines
- Must be responsive to your employer and dare to ask if you have any work related questions.
- Be fast and responsive to task requests - or in other words - getting the job done as soon as possible, without sacrificing quality.
- Must have Personal Facebook Account


EDUCATION & EXPERIENCE:

- Minimum 1-2 years of experience required operating in customer service support.

- Some college required or equivalent work experience
- Computer skills: MS Office, Email
- Social Media Sites: Facebook, Instagram, Twitter, Pinterest



WORKING CONDITIONS & HOURS:

- Working at home
- 7 days work week
- 8 Hours per day
- Must be contactable at all times via Slack, WhatsApp, Skype and email.
- MUST NOT hold multiple jobs. This will be your only full time job.
- Ability and willingness to utilize project management and time tracking software (We are using Asana for project management and Slack for team communication)
- MUST USE TimeProof software to track hours



TESTS & PROBATION PERIOD:

Applicants will be expected to pass any assessments or tests associated with the position.

Selected applicants that passed the tests will be required to work for a paid probation



BONUS & SALARY INCREMENT:
We believe in treating & paying our employees fairly. We also believe in making our own employees happy to make our customers happy! As company grows, we would love to offer generous bonus and salary increments based on excellent work performance and working attitude. But we are regret to let the employees go if they are unable to meet the expected work performance and standard.


Cash bonuses will be paid for speedy, long-term, high-quality results, we pay 13th month and health benefits (post probation). Bi-monthly payouts.


If you are excited to join us, please include the link to your CV in PDF file and a brief cover letter (no more than one page) outlining why you are suitable for the role. Mention "KACHING" at the end of the Subject line of your email when you send me a message. Please include your Skype ID, Email and Personal Facebook Link and BirthDate so that we can contact you for an interview.