Customer Service Representative (Remote)

We're an e-commerce company based in San Francisco, CA seeking to build a team of virtual customer service and fulfillment agents in The Philippines. The whole team is remote, so you would be working remotely from your home. We're well funded and the plan is to build a team that we can utilize over the next 5-10 years.

Ideally we're looking for people with prior customer service and/or fulfillment experience. You will be fielding in bound customers service calls, reaching out to customer when issues arise, placing order with partners and with our own inventory. We are a young company, so need people who are self-starters and are ok with occasional ambiguity.

Experience:

Customer service experience is a must.
At least 1-3 years of contact center experience
Track record of over-achieving KPIs
Good customer orientation and ability to adapt/respond to different types of characters
Hands-on experience in using any CRM or software for database management is advantageous
Consumer sales, cross-selling/up-selling or lead qualification experience a plus
Skills:

Tech Savvy. Proficient with the navigation of multiple web-based tools and Google Drive
Professional and Effective Communication: English Verbal & Written, Typing Minimum of 50 WPM is ideal
Connect with consumers: Dedication to the consumer experience, Care about the outcome
Ability to work in a dynamic, fast-paced team culture: Able to shift gears quickly, Problem solver – provide constant performance improvement ideas and feedback, Open to new ideas and change, Coach and motivate other team members, Responsible – adhere to schedule and process guidelines

To apply, please answer the following four questions with your application:
- A customer calls about a payment they received on their credit card that they're angry about because they didn't think they checked out fully. You have tools that show you the customer did in fact enter their payment info and checked out yesterday. You try to reason with the customer who is clearly wrong, but they still won't accept your answer. What do you do?
- You reach out to a customer to confirm the details of their recent golf order, but the customer is confused b/c he placed the order 2 days ago and thought it was already shipped and has an email shipping confirmation to prove it. What do you do?
- As a customer, what was the worst customer service you've ever received? Please describe the situation and what you would have done differently if you were on the other side.
- What would your friends say is your greatest strength and greatest weakness?