Customer Service Associate

Nili Lotan
New York City, New York (US)
11 Sep 2022
11 Oct 2022
Full Time

Nili Lotan is looking for a part time customer service associate reporting to the Head of Customer Experience.

This is an in-person role for the first 6 months with the potential of moving to WFH after that.

The primary responsibility of this position is to quickly, kindly, and accurately respond to customer support requests in a way that makes customers happy via the use of Zendesk, Phone coverage, chat and email.  The Associate will also closely partner with logistics/ ops and our 3PL to provide tracking, delivery and general customer information on all orders.

Essential Functions:

  • Motivated to meet quality standards/measurables for customer service
  • Must be proficient on Zendesk and Shopify, experience on Teamwork CHQ, WMS and experience tracking orders on a 3PL system a huge plus
  • Need ability to interact with customers, especially in writing but also on the phone politely and patiently
  • Proficient writing skills REQUIRED - an ability to write professionally, and clearly, when explaining sometimes complicated or multi-step processes
  • Prefer the ability, even in writing but also on the phone, to express compassion and empathy towards customers and the problems they are having
  • Patience, Positivity, Adaptability, and good listening skills
  • In-Person with the potential for WFH in 2023

Qualifications and Competencies

Associates level degree or Bachelor's degree from a 4-year college or university

  • 1 - 3 years related experience
  • Excellent computer skills, including Zendesk, Shopify
  • Excellent communication (written, verbal) skills; values keeping others informed, effectively presenting information in a clear, concise manner
  • Strong organizational skills and effective time management; Ability to juggle multiple projects - can identify primary and secondary objectives, prioritize tasks
  • Maintains confidentiality and security of sensitive company information
  • Thinks like a customer and embodies a customer-centric mindset that drives customer advocacy with cross-functional partners
  • Ability to work a flexible schedule based on department and Company needs

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