Customer Service

Company Overview
Cream No Sugar, is an online ecommerce business. We specialize in the sale of Espresso Machines.
Full Job Description
The Customer Service Agent receives calls and emails from clients as the initial point of contact for inquiries regarding policies, practices or to resolve issues. The CSA helps the customer by answering their inquiry, in hopes of resolving their issue. The CSA solves problems by utilizing a knowledge base as well as detailed instructions/procedures. Ultimately, we are looking for a customer support specialist to give our customers and members a great "experience" as well as executive support for the founder.
How We Do Customer Service
Customer service is our “Holy Grail, here at ‘Cream No Sugar’. We rely on great customer service from our employees to drive sales and create repeat customers. Great customer service does not drive sales but 5 star reviews. Which as you know is an incredible ‘trust factor” for potential new customers. The social proof in reviews and star ratings helps shoppers shortcut their research and make decisions faster and with greater confidence than ever before. A positive reputation is one of the most powerful assets a business has, and those 5-star reviews can help influence new customers to buy from Cream No Sugar.
Our guiding principles for customer service at Cream No Sugar are :
Assist customers to resolve questions/issues by providing needed information to resolve their question/issue.
Follow through to ensure the case is resolved and closed appropriately.
Maintain appropriate level of process/account knowledge in order to assist callers and avoid escalation.
Support and sustain a positive work environment that fosters team performance through own work and ---------- one Service:
Our customers are directed to call one number through our website as advertised. We advertise that customers can call this number and receive service between the times of 9am-5pm (GMT-4) EST.
If for any reason during your shift, a phone call is unanswered it will automatically overflow to the next available customer service representative or to our company voicemail. Please remember to check the voicemail throughout your shift.
Outside of these hours, phone calls made by customers will be directed to a pre-recorded voice message system. This messaging system is to be reviewed at the beginning of every shift.

How to Answer the Phone:
We ask that all our customer service employees answer the phone with a greeting. Immediately followed by your name and the department.

An example;
“Hello.. Thank you for calling Cream No Sugar, this is Chez . How can I help you today?”
“ Hello.. Thank you for calling Cream No Sugar’s customer service department. This is Maria. How can I help you today?”

Phone Order:
Often customers will call by phone to place an order. You are authorized to take their order by phone.
To place their order for them, while they are on the phone. Simply do the following.
Ask the customer what they would like to order.
Open our website and add those products to cart, then go to checkout.

Minimum Qualifications:
Customer Service experience. ( 1 year preferred).
Preferred barista/espresso machine knowledge. ( 6 months preferred).
Preferred experience using a telephone to handle customer requests.
Previous experience using a personal computer.
Strong written and verbal communication skills; appropriately communicates with all levels of customers from Assistants to Partners.
Strong organization skills.
Working knowledge of email, Internet Explorer, Excel and Word.
Proficient typing skill (35 wpm)

Job Salary:
NGO
Additional Compensation:
Commission
Hours per week: ---------- Benefits:
None
Work Location:
Remote