Customer Support for Online store

We are hiring!

You are in charge of giving a good customer service experience by providing helpful information, answering questions, and responding to complaints from the customers of the Finland store. You’re the front line of support for clients and customers and you help ensure that customers are satisfied with the products and their features and the service provided.


Responsibilities:

- Translation of all these documents:
1 - Ad copy (text used in the Ads) for each product.
2 - Video copy (transcript of the videos used in the Ads) for each product and store.
3 - Text in product images for each product.
4 - Macros for Customer Service.
5 - Product descriptions for each product.
6 - Emails.
7 - Information about the webshop.
8 - Other translations if needed.

-Maintaining a positive, empathetic, and professional attitude towards customers at all times.
-Responding promptly to customer inquiries.
-Communicating with customers through various channels.
-Acknowledging and resolving customer complaints.
-Knowing our products inside and out so that you can answer questions.
-Keeping records of customer interactions, transactions, comments, and complaints.
-Communicating and coordinating with colleagues as necessary.
-Providing feedback on the efficiency of the customer service process.
-Ensure customer satisfaction and provide professional customer support.
-Report to CS Team Leader should there be a need for new standard macros for questions that haven’t been asked before.
-Up to date and follow the macros, standards, and policies of the customer support department.
-Make sure that you are aware of your KPIs and report to your CS Team Leaders for any concerns and questions about your goals.
-Attend weekly meetings.
-Be proactive and take initiative for the benefit of the team and the company.
-Perform any task assigned by the immediate supervisor/manager.


Results
- Quality of translations
- All customer inquiries are answered within 24 hours.
- All Problems and questions of customers are solved.
- Achieve targeted KPI´s.
- Clients are extremely satisfied with our customer support.


Requirements:
- You are a people person and you truly care about people
- You speak English fluently
- You can answer the people in Finnish WITHOUT the use of a translating tool
- Competences
Attention to Detail
Excellent Written and Verbal Communication Skills
Timely Completion Of Tasks
Excellent interpersonal skills
Highly committed professional and Loyal
Proactivity
Teamwork
Adaptability
- Technology Requirements
Reliable Internet Connection
Reliable Phone/Laptop/Computer