Customer Support Representative
0-1 year of experience
Principal Duties & Responsibilities:
•This position is responsible for providing customer service support for direct inbound customer service communications in a manner that lives up to See’s high standards for customer service
•Answers incoming communications (voice calls) regarding request for order updates and inquiries; assists with general customer service questions/comments
•Assesses all customer service issues with the goal of “first contact resolution” on all technical and order related issues. Resolves any concerns customers encounter with See’s website and/or other website questions or escalates as needed.
•Maintains complete and accurate records of all customer interactions utilizing case management in Salesforce Service Cloud.
•Identifies opportunities to enhance technology and innovation that will enhance departmental effectiveness.
•Performs related tasks as assigned by management.
•Minimum one year e-commerce customer service experience preferred.
•General understanding of e-commerce CRM (Salesforce Commerce Cloud) will be added advantage; understanding of typical issues associated with online ordering (e.g., order updates, cancellation, replacements, etc.).
•Pleasant and professional written customer service communication skills required. Excellent grammatical skills.
•Excellent attention to detail, strong organization skills and the ability to multitask are required. Expectations include accountability, taking initiative, having pride in one’s work and striving for continuous improvement.
•Competency regarding general business software tools (e.g., Word, Excel, email, etc.) and internet skills a must.
•Proven ability to learn new technologies quickly and manage change efficiently, proactively and in a positive manner.
•Experience with a case management solution such as Zendesk or Salesforce Service Cloud is preferred.
•Min typing speed of 30-40 WPM is required.