Customer Experience Representative (Product Troubleshooting) | Permanent WFH

Job 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, & G Suite.
• Experience answering complicated customer inquiries regarding product knowledge and troubleshooting via email and live chat.
• Excellent writer and all-round communicator.
• Ability to work occasional overtime during high-volume periods.
• An appreciation for specialty coffee and products would be a nice bonus, but not required.
• Wholesale customer service experience a plus.
• Bilingual a plus.

Job Responsibilities: 

• A typical shift could look as follows: You will meet both team and individual SLA/KPI metrics daily by answering customer emails and chats via Zendesk. Topics can range from product issues, general inquiries, frequently asked questions, order-related inquiries and of course, COFFEE!
   

A bit about you:

• You’re thoughtful, efficient, creative, and love helping people. You're an excellent communicator in both written word and voice and are proactive about finding and fixing issues.
• You have experience with efficiently troubleshooting complicated products by email/chat and communicating with a wide range of customer types.
• You are patient, understanding and respectful of our customer’s time.
• You can quickly discern issues and get our customers back up and running in an efficient manner.
• You’re used to an ever-changing environment and can pivot quickly.
• Lastly, you’re fun and friendly but know when to get down to business. We have some great coffee-related jokes for you.

About the Client:

They started Fellow Products in 2013 with a vision of bringing the cafe experience home, but without the clunky equipment. They wanted our home brewing gear to be beautifully functional and fully intuitive, tools that anyone could use to make the kind of coffee they love to drink. After eight months and countless prototypes, Duo Coffee Steeper was born: a unique brewer that combined the best of pour-over and French press in one elegant and easy design. They put it on Kickstarter and received enough backing to make it real.
 

Benefits
WHAT WE OFFER:

✔ Great Place to Work-Certified Company

✔ Premium HMO

✔ Holistic employee experience

✔ Work-from-home and hybrid work setup

✔ Rewards and incentives

✔ Monthly engagement activities

✔ Career advancement opportunities

✔ Paid referral program