Customer Service Rep....
Customer Service Representative
Posted on :
03-01-2024
Employer Active
1 Vacancy
The job posting is outdated and position may be filled
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Jobs by Experience
1-3years
Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
03-01-2024
Job Description
Req ID : 2430687
This is a remote position.
About the Client:
BioLite is a forprofit social enterprise that develops manufactures and markets distributed energy solutions for offgrid communities around the world. Our business serves two distinct markets developingworld families living in energy poverty and outdoor enthusiasts seeking offgrid cooking charging and lighting products.
BioLite believes in a bright and safe future for all and that includes life at work. BioLite is proud to be an equal opportunity workplace where we aim to enable everyone to show up as their full selves. An inclusive environment and culture make our solutions better and our entire team smarter. We 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 selfstarter 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 problemsolving technical issues providing enduser support ensuring customers are successfully using our products and facilitating a seamless 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.
The ideal candidate for this role is an expert in customer service gogetter and has proven success in leading a team.
Responsibilities:
- Customer Service
- Track and respond to customer inquiries using ZenDesk and take actions in Shopify and NetSuite as required. Deliver a positive customer experience by providing prompt courteous and thorough responses.
- Achieve 24hour average first response times.
- 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 painfree 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.
- Write articles for the internal knowledge base and BioLite help center both through the ZenDesk platform.
- Support process improvement projects.
- Adhoc:
- Respond to customer inquiries on social media as needed.
- Monitor and respond to customer reviews on our online review platform as needed.
Requirements
- Experience in customer or technical support preferably in consumer electronics. At BioLite you will have very few scripted interactions with customers most of your interactions will require thinking critically and coming up with responses based on your knowledge of the company the processes and systems we use and the products we sell. BioLite products are all consumer electronics including rechargeable batteries so a knowledge of / interest in electronics will be beneficial in this role.
- 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 datapreparation 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 or Zendesk.
- Professional handson experience in Shopify or any ecommerce platform is a plus
- The ability to prioritize tasks and manage your time. You should have a proven track record of effectively hitting targets.
- Comfort working in a fastpaced teamoriented company.
- A sense of humor and the ability to selfregulate stress.
- Flexibility to work on shifting schedule 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
- Must be able to work from 10PM7AM
Benefits
WHAT WE OFFER:
Great Place to WorkCertified Company
Premium HMO
Holistic employee experience
Workfromhome and hybrid work setup
Rewards and incentives
Monthly engagement activities
Career advancement opportunities
Paid referral program
Experience in customer or technical support, preferably in consumer electronics. At BioLite, you will have very few scripted interactions with customers - most of your interactions will require thinking critically and coming up with responses based on your knowledge of the company, the processes and systems we use, and the products we sell. BioLite products are all consumer electronics including rechargeable batteries so a knowledge of / interest in electronics will be beneficial in this role. 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 or Zendesk. Professional hands-on experience in Shopify or any e-commerce platform is a plus 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 shifting schedule 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 Must be able to work from 10PM-7AM
Employment Type
Full Time
Key Skills
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