How You Fit In:

As a Senior CX Agent, you will be at the forefront of creating exceptional customer outcomes. You are closest to the customer and help us create a positive outlook on our products and brand. Whether it’s helping our customers with order information, troubleshooting, pre-sales inquiries, and escalations, this person exudes professionalism and kindness in any situation. If you are excited about creating a memorable customer experience, this role is for you! 

Responsibilities:

• Respond to customer inquiries via chat and email in a timely manner
• Troubleshoot issues and problems for customers
• Provide pre-sale support to help guide customers in making their purchase
• Resolve complaints and provide appropriate solutions based on established guidelines (refunds, upgrades, discounts, etc.)
• Calmly handle escalated contacts that ensure a positive customer experience 
• Handle returns processing
• Document daily activities
• Perform special projects and miscellaneous duties as assigned (data and ticket cleanup)
• Coordinate with other team members such as marketing, finance, and product

Requirements

• Excellent English speaking and writing skills. Fluency is a must
• 3+ years working in a high volume call center with proven ability to effectively provide quality results with each interaction
• Ability to problem-solve customer issues with sound judgment
• Confidence handling escalated contacts.
• 3+ years of experience with an online e-commerce store or similar

• Patient, empathetic, and passionately communicative (we care about our customers)
• Independent and able to problem solve
• Able to handle demanding customers with patience and professionalism
• Able to process a high volume of customer tickets in an efficient and quality manner
• Experience in beauty/consumer products is a plus
• Be friendly, kind, and hardworking
• Work from the office four days a week, with 1-day work from home 
• Experience handling escalated contacts effectively

Platforms we use

• Shopify - experience required
• Gorgias - experience preferred but not required
• G-suite (google sheets, Gmail, slides)
• Asana
• Slack

Job Details 

• Full time
• Will be working USA hours (8 hours with an additional 1-hour unpaid lunch break)
• Typical hours, though, can be discussed as long as there is a good overlap with California USA hours
• 12 pm - 9 pm PT Sunday - Thursday
• 3 am - 12 pm Monday - Friday Manilla Time
• 12 pm - 9 pm PT Tuesday - Sat
• 3 am - 12 pm Wednesday - Sunday Manilla Time
• Coverage subject to change