Customer Support Representative
Posted on :
28-06-2022
Employer Active
1 Vacancy
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Jobs by Experience
4-5 years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
28-06-2022
Job Description
Req ID : 1172800
This is a remote position.
About the Client:
BioLite is a for-profit social enterprise that develops, manufactures and markets distributed energy solutions for off-grid communities around the world. Our business serves two distinct markets: emerging-market families living in energy poverty, and outdoor enthusiasts seeking off-grid cooking, charging and lighting products.
When they create a more inclusive workplace, their solutions get better and their entire team gets smarter. BioLite is proud to be an equal opportunity workplace where they strive to enable everyone to show up as their full selves. They are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.
Job Summary:
BioLite is seeking a highly motivated self-starter to join our customer support team. In this role, you will represent the BioLite organization with our customers. You will be responsible for delivering outstanding customer service by problem-solving technical issues, providing end-user support, ensuring customers are successfully using our products and providing a seamless eCommerce ordering process. You will also flag trends in customer cases to internal teams (i.e. quality and logistics teams) to solve ongoing issues that our customers raise.
Responsibilities:
- Track and respond to customer inquiries using BioLite s internal email messaging system. Deliver a positive customer experience by providing prompt, courteous, and thorough responses.
- Develop a strong understanding of BioLite s full product portfolio and logistics systems to consistently provide accurate and thorough information to our customers.
- Authorize and process customer returns and warranty replacement claims. Provide documentation to make the process pain-free for our customers.
- Monitor and flag trends in customer cases; collaborate with other internal teams at BioLite to track and permanently solve common customer issues.
- Support process improvement projects.
- Ad-hoc:
- Respond to customer inquiries on social media.
- Monitor and respond to customer reviews on our online review platform.
Requirements
- Experience in customer or technical support, preferably in a consumer product or retail environment.
- Basic proficiency in Excel, Word, and Google documents. You will need to be able to create and share documents as required by your manager. This could include building simple tables to share data. The ability to use data-preparation formulas will be helpful but is not required.
- An interest in technology. You are excited to learn about BioLite s product portfolio and even more excited to help our customers get the most out of their products.
- An eagerness to implement innovative technology solutions and tools to enable efficient customer support and reporting.
- Familiarity with CRM systems and best practices. Knowledge of NetSuite helpful though not required.
- The ability to prioritize tasks and manage your time. You should have a proven track record of effectively hitting targets.
- Comfort working in a fast-paced, team-oriented company.
- A sense of humor and the ability to self-regulate stress.
- Flexibility to work on a shifting schedule including weekends as the business requires
- Must have Fiber Optic internet with at least 25 mbps bandwidth
- Must have a backup desktop or laptop with the latest OS
Benefits
WHAT WE OFFER
Above-Industry Standard Compensation Package
Premium Healthcare Coverage and Life Insurance
Fun Monthly Employee Engagement Activities
Opportunities for Learning, Personality Development, and Career Advancement
Permanent Work from Home Opportunity
Experience in customer or technical support, preferably in a consumer product or retail environment. Basic proficiency in Excel, Word, and Google documents. You will need to be able to create and share documents as required by your manager. This could include building simple tables to share data. The ability to use data-preparation formulas will be helpful but is not required. An interest in technology. You are excited to learn about BioLite s product portfolio and even more excited to help our customers get the most out of their products. An eagerness to implement innovative technology solutions and tools to enable efficient customer support and reporting. Familiarity with CRM systems and best practices. Knowledge of NetSuite helpful though not required. The ability to prioritize tasks and manage your time. You should have a proven track record of effectively hitting targets. Comfort working in a fast-paced, team-oriented company. A sense of humor and the ability to self-regulate stress. Flexibility to work on a shifting schedule including weekends as the business requires Must have Fiber Optic internet with at least 25 mbps bandwidth Must have a backup desktop or laptop with the latest OS
Employment Type
Full Time
Key Skills
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