The Role
The Customer Care Representative will be responsible for, but not limited to the following, answering customer questions, attending to customer concerns, processing refunds, replacements, and orders, making product recommendations, and helping customers track their order through email, chat, text, and phone call. The position will be directly supporting the Customer Care Department. The job requires a detailed understanding of the full GSuite and Internet software, such as Customer Relationship Management and eCommerce platforms, extreme competency at solving problems collaboratively, and relevant customer support experience in the past. This job is a temporary (contract), hourly, full-time (40 hr/wk), paid, fully-remote position with weekend and holiday availability open only to individuals who are legally authorized to work in the Philippines and is compensated at $6 USD/hour.
Responsibilities
- Follow communication procedures, guidelines, and policies.
- Talk with customers by phone, text, email, social media, or web chat regarding product information, order questions, or changes in subscription service.
- Assist with the placement of orders, refunds, or exchanges.
- Proficient in taking payment information and other pertinent information such as addresses and phone numbers.
- Reach out to customers and verify account information via phone call, text, or email.
- Maintain customer confidence and protect operations by keeping sensitive information confidential.
- Capable of managing large amounts of incoming calls or open tickets.
- Identify and assess customers' needs to achieve customer satisfaction; Go the extra mile to engage customers.
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Adjust complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
- The ability to identify with the feelings of others to communicate clearly, accordingly, and effectively both verbally and in forms.
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Ability to explain to customers the support processes within the organization.
- Capable of taking on new skills quickly to provide direct support to customers.
- Build sustainable professional relationships of trust through open and interactive communication.
- Provide accurate, valid, and complete information by using the right methods/tools.
- Contributes to team effort by accomplishing related tasks as needed.
- Some travel (<5%) may be required on an as needed basis, with advance notice provided to the employee.
- Other responsibilities as assigned.
Qualifications
- High school diploma or equivalent
- Must have previous experience in customer support and demonstrated ability to multitask, prioritize and manage time effectively.
- Ability to speak effectively before groups of customers or employees of the company.
- Strong verbal and written English communication skills.
- Basic mathematical ability.
- Ability to deal with problems involving a few concrete variables in standardized situations, being able to rationalize problems, and critical issues.
- Ability to understand and to carry out instructions furnished in written, oral, or diagram form.
- Ability to understand and carry out instructions furnished in written, oral, or diagram form.
- Business Process Outsourcing or call center experience.
- Amazon experience (strongly preferred).
- Shopify experience.
- Freshdesk or Zendesk experience.
- Great sense of humor and positive “can-do” attitude.
Physical Requirements
- Must be able to exert up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.
- This role involves sitting most of the time, but may also involve moving for brief periods of time.
Benefits Summary
- Competitive compensation.
- Paid sick time.
The Culture at MaryRuth
We are a fast-growing startup with a small, unified team that has a lot of fun and a big drive to change the world through our products. We are primarily an E-commerce, health-conscious company with a focus on creating vegan and organic vitamins and supplements for everyone.
We believe our work benefits from the diverse perspectives of our employees. As such, MaryRuth celebrates inclusion and is committed to equal opportunity employment.
MaryRuth is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, hair texture and hairstyles, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.