Inbound/Outbound Customer Support Rep

Hi there!

We’re a fast growing e-commerce company selling bath and beauty products. We specialize in selling unique bath bombs each with a surprise hidden inside.

We’re looking for the right person to join our team remotely to help us handle our inbound and outbound customer support phone calls via ZenDesk Talk. We are specifically looking for candidates that live in Baguio City even though you will be working remotely from home.

Responsibilities include:
• Handling typical requests like refunds, returns, ring size changes, shipping issues, cancellations, etc.
• Calmly handling frustrated or angry customers with patience and respect.
• Educating and offering customers options to reverse and prevent cancellations and refunds.
• Make outbound calls offering customers up-sells and cross-sells like our bath bomb subscriptions.
• Adapting to new procedures and new products. We’re always testing something new.
• Provide feedback to management teams on improvements we need to improve customer experience and grow sales.

Most importantly and above all requirements is that we require that this person be friendly, understanding, and patient with our customers. This person will be representing our brand. Every customer interaction should be respected and treated as an opportunity to turn a customer into a fan no matter what the customer request or complaint.

Requirements:
• Must have high-speed internet (at least 5 Mbps), laptop or desktop (at least i3 with 4GM RAM), and headset that plugs into your laptop.
• At least 8 hours of dedicated, focused work time available per workday during US working hours (8am-10pm EST)
• Previous customer service phone support for an e-commerce company is a big plus
• Previous experience using ZenDesk is a big plus
• Computer and internet savvy
• You should be able to answer around 70 phone calls per day