[Hiring] Customer Experience Representative @Booth and Partners Pte Ltd

Role Description

Fellow is looking for a positive, thoughtful, and quick-thinking Customer Experience Representative to support our company growth and the use of our coffee tools out in the wild. This is a full-time position (40 hours/week) available remotely anywhere.

Customers have questions; you will have answers. Your job will be to respond to inquiries in a timely manner and be a voice for our fast-growing customer base as we develop new products and refine the ones we have.

You’ll help ensure a positive and frictionless relationship with our closest customers through the following areas:

• Customer Service:
  • Field all inbound customer service emails and questions through Zendesk.
  • Answer questions such as:
    • Where is our stainless steel from?
    • How do I brew pour-over?
    • When is my order arriving?
• Order Logistics and Fulfillment:
  • Serve as one of our key points of contact with our fulfillment warehouses around the world.
  • Help ensure the timely delivery of orders.
  • Provide support when needed to ensure our customers are taken care of.
• Product Expert:
  • Become intimately familiar with our current and future product line.
  • Answer specific product questions.
  • Help customers find the best product for their home or business.

A typical shift could look as follows:

• Meet both team and individual SLA/KPI metrics daily by answering customer emails and chats via Zendesk.
• Handle a variety of inquiries, including:
  • Product issues
  • General inquiries
  • Frequently asked questions
  • Order-related inquiries
  • Coffee-related questions

Qualifications

• You’re thoughtful, efficient, creative, and love helping people.
• You’re an excellent communicator in both written and verbal communication.
• You’re proactive about finding and fixing issues.
• You have experience efficiently troubleshooting complicated products through email and chat while communicating with a wide range of customer types.
• You’re patient, understanding, and respectful of our customers’ time.
• You can quickly discern issues and get our customers back up and running efficiently.
• You’re comfortable working in an ever-changing environment and can pivot quickly.
• Lastly, you’re fun and friendly but know when to get down to business.

Requirements

• 3+ years of remote experience in eCommerce customer service and/or a service center troubleshooting products.
• High proficiency with computers and online tools such as Zendesk, Shopify, and G Suite.
• Experience handling complicated customer inquiries involving product knowledge and troubleshooting via email and live chat.
• Excellent writing and overall communication skills.
• Ability to work occasional overtime during high-volume periods.
• An appreciation for specialty coffee and coffee products is a nice bonus, but not required.
• Wholesale customer service experience is a plus.
• Bilingual is a plus.