Customer Service Representative – E-commerce, Hospitality

Role Overview

• Teamwork and Leadership: Express ideas and suggestions in support of the team’s success.
• Solicit and readily accept constructive feedback.
• See tasks through to completion and offer support as needed.
• Closely follow process workflows and support in the implementation of initiatives, projects as directed by leadership.
• Communication, Transparency, and Proactiveness: Able to communicate clearly and effectively with fellow consultants, leadership, and client contacts.
• Eager to learn new systems and processes.
• Organizational Skills and Process-Oriented: Consistently perform with high accuracy and attention to detail.
• Demonstrate high attention to detail and thorough review of one’s work with a focus on Quality.
• Understand the value of workflows, efficiency, and accuracy when processing repetitive operational tasks with high accountability.
• Ability to remain cool, calm, collected, and organized in a fast-paced environment.
• Problem Solving and Decision Making: Solutions focused, viewing challenges as an opportunity to resolve problems and working through them.
• Exhaust available resources and materials to resolve issues but knows how to seek consultation from peers and seniors when needed.
• De-escalate situations involving dissatisfied customers, offering patient assistance.
• Collaborate with other team members to overcome challenges and deliver a memorable Customer Experience.
• Consistently follow recommended steps for resolution of customer concerns; have a keen eye for detail.
• Use Zendesk to manage tickets at the end of every month, export the tickets attached to each concern and then roll up what the themes are in terms of who’s contacting them.

Requirements

• Excellent written and oral communication skills in English.
• At least 6 months in call center or BPO setup supporting e-commerce, retail or hospitality industry.
• Ability to empathize is a must — wedding planning can be a stressful time, and your role is to be a problem-solver, advocate, and concierge for the newly engaged couple and their wedding guests.
• The individual who has an innate curiosity and shows initiative to continuously learn.
• Has a team player mindset with innovative ideas and strong attention to detail.
• Experience in using Zendesk as a ticket/task management system is preferred.
• Knowledge in wedding planning and organization is a plus.
• Direct experience or knowledge of the wedding industry.
• Familiar with what couples' want and need.

Benefits

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program