Customer Service Assistant (Virtual)

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TYPE OF WORK

Full Time

SALARY

PHP 25,000/mo Based on Experience

ID PROOF

70

DATE POSTED

Jan 14, 2020

JOB OVERVIEW

Here at Spirited Gifts, our mission is simple: Deliver the perfect gift every time. Spirited Gifts was created to provide an easy, reliable online solution to customers who were in search of the perfect gift for a grand occasion or holiday. Catering to personal or corporate gifting needs, Spirited Gifts specializes in engraved bottles, gift baskets, personalized gifts and custom gifts sets; additionally, we offer a large selection of luxury spirits and fine wines.

Our Customer Service department is looking for a talented and experienced candidate to work on our Customer Service team remotely. This incumbent will be working closely under the direction of the Customer Service Lead to provide a superior customer experience. The ideal candidate will be eager to learn, have a growth mindset and interested in developing with a fast growing company.

Experience in the Customer Service field is mandatory; there is a technical screening questionnaire at the end of this positing, which is mandatory as a part of the application process - candidates who do not complete this screening will not have their materials considered.

The Role and Responsibilities of the position are listed below, but you should know that this list is not meant to be exhaustive. Additional responsibilities as deemed reasonable by our leadership may be added to this job description:

*Fraud Checks
*Address Verification
*Updating changes for orders (e.g. Address changes, item changes, cancellations & refunds)
*Live Customer Chats
*General Data Entry and Administration
*Order Reviews
*Other duties as assigned

Our Core Values are built on a foundation of Trust, Integrity and Accountability:

*Be Proactive In Everything You Do
*Deliver “Wow” Through Service Constantly
*Always be Striving to Improve
*No Excuses, Just Solutions
*Solve Problems in Repeatable Ways
*Un-Complicate the Complicated and
*Be The Person You Want to Work With

In order to be successful in this role, you will need to readily embrace these values. In addition, you should know that this is a fast-paced environment and the scope of work for this role will include clarifying project details, following complex instructions, establishing work priorities, ordering required materials and completing troubleshooting of technical equipment. The essential Knowledge and Skills necessary to do this are:

*Knowledge of Customer Service processes
*Experience in Order Management Software
*Effective Communication Skills with a Proficient knowledge of the English language (Reading, Writing and Speaking)
*At least 2 years of Virtual Assistant / Call Center Experience
*A positive & professional attitude
*A self-starting attitude and ability to work under limited supervision
*Problem Solving and Critical Thinking Skills
*A Demonstrated Ability to Work Quickly and With Attention to Detail While Multitasking
*Basic Math Skills and The Ability to Use A Computer
*Microsoft & G-Suite Proficiency

The Nuts and Bolts

The expectation for this position is designed to operate between 7:00 a.m. and 3:00 p.m. PHL local time; this will support our business when we are not operating on EST.

Our business fluctuates seasonally, so at busier times you should be willing and flexible to work extended hours, including weekend shifts.

Flexible Schedule is required, with the ability to work at least one weekend day regularly.
The pay for this position is hourly; this is a full time position, with a minimum expectation of 30 to 40 hours per week.

The Selection process:

Submit An Application with the below attachments:
*Resume
*Cover Letter detailing why you would be the best candidate for this role.
*Supplemental Technical Screening Questions

Application packets will be reviewed on an ongoing basis

Candidates who are successful at this stage will move through the following process:

*Initial Skype Screening Interview
*Hiring Manager Interview with the Customer Service Lead
*(If needed) Technical Interview
*(If needed) Final Interview

Interested candidates should ensure that they are fully committed to the entire selection process, as we are committed to thoroughly screening all candidates.

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TECHNICAL SCREENING QUESTIONS - PLEASE READ:

Attention to detail is an important part of this job, so candidates who do not complete this step will not be considered.

As a part of this application process, we require all candidates to complete the below questions to screen their technical skills for the job. Please copy and paste these questions into a Document, complete with your answers and save as a PDF; please attached the PDF with your answers as a part of your application package with your resume:



In 3 to 4 brief sentences, describe a time when you received good customer service from a representative over the phone, and why.

What are some of the types of precautions that should be taken when determining if a credit card ordered that has been placed is fraudulent?

What are steps to take if a customer places an order for a product that is out of stock, but still listed on our website?

Describe at least three basic steps to be taken when following up with a customer about an order they received which did not arrive as expected, or was broken.

In
clude any additional information you would like us to know about your technical knowledge for this role.



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SKILL SUMMARY
Customer Service & Admin Support
Customer Support Email Support
Office & Admin (Virtual Assistant)
Data Entry
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