Experienced Customer Service Representative

We are looking for full-time employees to assist us in providing great customer service to our e-commerce customers through phone, live chat and email. The primary tasks of the individual will be to help answer prospective customers' questions about our products as well as handle questions or requests from existing customers about their existing orders.

The ideal candidate should have experience in customer service with USA customers as well as ability to handle heavy call traffic during heavy promotional periods. You must be fluent in English (speaking and writing). You will be working with customer support software such as Zen Desk. Experience with e-commerce, and premium or luxury e-commerce brands is a plus.

PLEASE INDICATE IF YOU WOULD BE INTERESTED IN 1ST SHIFT, 2ND SHIFT, OR IF YOU ARE AVAILABLE FOR EITHER SHIFT.

****OVERTIME OPPORTUNITIES AVAILABLE ON ALL SHIFTS ****

Status: Full Time *** 1ST SHIFT ***

Weekly Hours: 40 Hours

Rate: 7,500 PHP per WEEK

SCHEDULE (PHT):

MONDAY 9 PM – 5 AM
TUESDAY 9 PM – 5 AM
WEDNESDAY 9 PM – 5 AM
THURSDAY 9 PM – 5 AM
FRIDAY 9 PM – 5 AM
SATURDAY OFF
SUNDAY OFF

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Status: Full Time *** 2ND SHIFT ***

Weekly Hours: 40 Hours

Rate: 7,500 PHP per WEEK

SCHEDULE (PHT):

MONDAY OFF
TUESDAY 1 AM – 9 AM
WEDNESDAY 1 AM – 9 AM
THURSDAY 1 AM – 9 AM
FRIDAY 1 AM – 9 AM
SATURDAY 1 AM – 9 AM
SUNDAY OFF

* There are additional opportunities to earn more by also working a weekend shift


Signs that you are a strong candidate:

• You are great at building relationships . You are an outgoing, personable individual with a positive attitude who makes a good first impression with customers. You develop and maintain great relations and strong communications with both internal employees and external customers. You aren’t afraid to intervene and resolve escalated issues when necessary.

• You are a natural leader . You are able to motivate, support and inspire an experienced staff and have the ability to thrive in a small company environment. You enjoy participating in satisfying sometimes difficult customers on a daily basis. You can build an environment where initiative taking, problem solving and proactive behavior are emphasized and encouraged.

• You are a team player . You consistently promote teamwork and collaboration. You believe you are the solution to our customer’s special requests and demands and recognize that doing so is key to helping them with a superior buying experience.

• You love teaching. You support your fellow teammates team by providing the training, procedures and tools they need to provide our customers with superior service.

• You are curious . You constantly re-evaluate systems and procedures in the department to look for opportunities & efficiencies, end encourage your team to do the Upgrade to see actual infopany Profile:

The Natural Latex Company (NLC) is a leading online luxury mattress retailer and manufacturer, specializing in natural and organic latex mattresses, sold across multiple brands and websites. All NLC mattresses are GreenGuard Gold certified and come with a 100 night free Upgrade to see actual info is NLCs’ commitment to excellence in craftsmanship and to a superior customer experience that has driven them to become one of America’s largest online distributors of natural and organic latex mattresses that are as affordable as they are indulgent.

Our customers are primarily affluent business professionals who are short on time and demand and expect a superior shopping experience. This includes taking responsibility for issues out of our control, and going out of your way to satisfy their requests and Upgrade to see actual info is the art of completely and thoroughly answering their questions, as well as looking at every situation as an opportunity to be a hero for that prospect or customer.

Job Qualifications:

Age:

• 26-35

Experience:

• 3 years working experience in a contact center environment using CSR software
• Ability to multi-task in a fast-paced environment


Skills:

• Fluent in written English language; your grammar and sentence structure must be proper and perfect!
• Experience with MS Word, Excel and Outlook
• Strong communication skills to confidently explain information and converse with customers and co-workers
• Ability to work in a team environment; including not ending a shift unless all calls are resolved or transferred.
• Multi-tasking skills and the ability to handle heavy call volume during promotional periods
• Natural curiosity to learn about the company, multiple brands and products offered
• Follow instructions and learn new skills hastily
• Handle and resolve escalated customer issues
• A responsible leader who can work with minimal supervision
• Passionate about helping people and growing with a fast-moving company
• Enthusiastic, detail-oriented, fast learning person who provides great customer service with care and empathy.


Work Requirements:

• Personal Computer or Laptop with MS Office 2007 or higher installed.
• Kaspersky Antivirus or similar antivirus software
• Backup device in cases of system problems.
• Fast, stable internet connection.
• Active PayPal Account to receive payments
• Work in a quiet environment, no disturbance or background notice (including pets)

Recruitment Requirements:

• Copy of Curriculum Vitae
• Copy of 1 Valid ID
• Pass Personal Interview
• Pass the Pre-Employment English Proficiency Test


DO NOT APPLY if you do not meet the Experience and Location Requirements.

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NEXT STEPS:


If you are interested in this opportunity:


1. RESPOND TO THIS JOB POST WITH YOUR RESUME


2. COMPLETE THE BEHAVIORAL ASSESSMENT AT THIS LINK:


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3. WAIT FOR INSTRUCTIONS FOR A PHONE INTERVIEW



We would like to thank all applicants, however only those who qualify for an interview will be contacted. Our company is an equal opportunity employer.