Customer Service Associate

Recruiter
Nili Lotan
Location
New York City, New York (US)
Posted
11 Sep 2022
Closes
11 Oct 2022
Function
Ecommerce
Hours
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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