Full Time Customer Support Officer

Founded in 2013, Ask & Embla is an online body jewelry store that creates and sources one-of-a-kind jewelry and apparel. We aim to bring the most unique pieces to customers all over the world.

Presently, we deal with hundreds of customers a week and have a following of more than 300,Upgrade to see actual info across Facebook and Instagram. We take pride in having the most well-curated branding and identity across our platforms, as well as the friendliest, and most caring customer service in this space.

With Ask & Embla rapidly growing, we are now at a very exciting juncture, and are looking for exceptional Customer Support Officers to join our family.

Job brief:

We are looking for a qualified Community & Customer Support Officer to join our full-time team. If you are an adaptive self-starter, is experienced in customer service, and have a strong interest in working in an e-commerce industry, we would like to meet you.

Our ideal candidate has exceptional oral and written communication skills and is able to develop engaging content and relationships. You should be a ‘people person’ with great customer service skills and the ability to moderate online and offline conversations with our community.

Ultimately, you should be able to act as the face and voice of our brand and manage our community communications.

By joining our team, you will be eligible for full-time benefits such as 14 days leave, medical benefits and more.

Responsibilities:

• Respond to comments and customer queries in a timely manner - within 1 -2 hours
• Adding to and improving upon customer support decision trees
• Track, analyse and give insights on relevant customer service metrics
• Coordinate with Marketing, PR and Communications teams to ensure brand consistency
• Liaise with Development and Sales departments to stay updated on new products and features
• Build relationships with existing and potential customers
• Stay up-to-date with digital technology trends

Requirements:
• Proven work experience as a community manager and/or customer support officer
• Attention to detail and ability to multitask
• Open to feedback and adaptable to changes fast
• Excellent English writing skills
• Able to commit to a 9-hours shift work, 5 days per week, on a rotational basis
• Experience in tracking and analysing relevant customer service metrics
• Experience in the usage of different platforms such as Slack, Zendesk, Gorgias, Live Chats, Excel
• Passable Knowledge of online marketing and marketing channel
• Diploma or BSc degree in Marketing or relevant field