Remote Customer Support Agent Inbound/Outbound Calls - E-commerce
Prepared Hero, South Africa
Job Description
Job Title: Customer Support Agent Inbound/Outbound Calls
GTM Brands is looking for a full-time remote exceptional Customer Support Agent for calls to join our team.
We’re a close-knit team of 28 who are doing big things in the Ecommerce space serving +100,000 customers each year and are in the top 1% of Ecommerce brands online (revenue).
Are you a dedicated Customer Support Agent for Inbound/Outbound Calls ? Are you looking for a stable role where you can develop your skills and have a significant impact on the customer experience? If so, this could be the perfect fit for you.
To be successful in this role you’ll work as a key member in our customer support team to deliver exceptional customer service to our clients via phone, email and social media.
We are growing and scaling across different products, channels and geos with our brands and have more work to do.
Requirements
You’re Perfect If You Have/Are
- 2-3 Years Experience in Customer Support, preferably with Ecommerce brands
- Excellent (American) English skills, both verbal and written
- Detail-oriented and customer-focused
- Proactive
- Ability to multitask
- High standard of integrity
- Experience in working in a remote setting
- Self - starter
- Adept at working collaboratively and receptivity to feedback
- Experience with outbound sales will be considered a plus
Job Description - What We Want You To Do:
As a Customer Support Agent, your tasks will include:
- Handling inbound and outbound calls, emails or social media to resolve customer inquiries and issues efficiently and professionally
- Assisting customers in navigating our Ecommerce platforms
- Working in close coordination with the customer support team, Customer Support Manager and the rest of our team to ensure the delivery of outstanding customer support
- Utilizing tools at hand to improve the speed and efficiency of your work
- Create and/or improve SOP’s.
Job ScoreCardThis is how you’ll be measured:
This is how you’ll be measured:
- Customer satisfaction ratings
- Timeliness and effectiveness in resolving customer issues (ticket numbers, averages on answering times)
- Ability to work cooperatively with the team and independently when required
- Professional development and growth, including use of new technologies
Who You’ll Report To:
Customer Support Manager
Together we:
- Serve mainly English speaking audiences in the safety amp; security niche.
- Deliver an inspiring discovery and buying experience with our brands.
- Partner with the right people to supercharge each other's objectives, growth and fulfillment.
Benefits
What’s In It For You
Your work will matter because it will directly influence 1000’s of customers. Your team will depend on you. You will be challenged to grow with goals and given the support to achieve them. You will be part of a team that is in the top 1% of Ecommerce brands in the world. Compensation below.
Compensation and Benefits:- Full time position with monthly salary paid once or twice a month. Salary in USD and based on experience and skill.
- Fully remote position. Work from where you can be in a state of flow and collaborate with your team on Slack, Skype and video calls.
- Paid time off + Statutory holidays.
- End of year bonus.
- Wellness amp; workspace budget of $1,000 dollars per year. This budget can be used for: health insurance, gym subscription, audiobooks or hardware for your computer set-up.
- Flexible working schedule.
Working Hours
This is a full time position.You will be required to coordinate your schedule with the company working Time Zone: EST.
Our Values
We
- Continually improve. We are committed to learn from past results and continuously improve.
- Vision amp; Leadership. We use company wide Objectives and Key Results to share where we are going so you can help us get there.
- Fun amp; Friendly. We have a fast-paced, fun and friendly environment.
- Integrity. Acting with strong ethics.
- Communication. Everyone understands that communication is top priority and nobody is afraid to ask questions or speak up.
- Honesty. Acting in a transparent, trustworthy manner.
- Accountability. Accepting responsibility for your actions (and inactions) to build trust.
- Promise to Customers. Staying true to the words we speak and the bonds we make.
- Teamwork. Creating something greater than ourselves as individuals.
- Quality. Maintaining the highest standards.
Our Interview Process
1. Click Apply
2. Answer a few questions.
3. You might be asked to complete a short test task.
4. 1-on