Full Time CSR Customer Service Representative for E-Commerce Website

Hello,

I am looking for a Virtual Assistant who reads, writes and speaks perfect English, and loves to help other people. The role I am hiring for today is for a Customer Service Representative to work full-time, 40 hours per week.

We are looking to hire a talented, experience CSR team member to join our team on a 40-hour-week, full-time basis. You will spend most of your working day replying to customer emails and social media messages. We have strict KPIs (key performance indicators) that you will strive to maintain; we aim to keep our custom support response time under 12 hours in all cases.

We have two main websites which you will be working on. One is a custom pet goods website, the other is a t-shirt clothing brand.

Your role and responsibilities will include:
• Answering customer email enquiries
• Answering customer social media message enquiries
• Order look-up on Shopify and supplier websites to find tracking information for customers
• You may frequently be asked by your Team Manager to help her with other data entry and CSR-related tasks. You will never be short of work in this role.

The majority of our enquiries are about order tracking, shipping, and returns. You will be fully trained and will receive a set of 'Saved Responses' to use as templates in your replies to customers. These templates you just need to insert the customer-specific information in to before you send them. For enquiries that you do not know how to handle, for legal-related emails, copyright complaint emails and other more serious matters, you will escalate them to the CSR Team Manager immediately.

Role requirements:
• Fluent in English
• Love to help people
• Previous experience in a Customer Support role
• Experience with email support
• Previous experience with Shopify

Additional beneficial skills and experience:
• Experience using Helpscout
• Experience using Trello
• Experience using Slack

If you are someone who has lots of experience in a customer service based role, someone who enjoys problem solving, being busy, and working to make people happy, then I'd love to hear from you.

Please indicate your desired monthly salary in your response to this job posting.