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customer service representative - call centre

Title posted on indeed.com - Customer Service Sr. Representative

Posted on December 10, 2024 by Employer details cuddle+kind

Job details

*Who we are:* cuddle+kind is a small, social business started by a family of five on a mission to help feed children in need. Our stylish, hand-knit stuffed dolls and animals are ethically produced by artisans in Peru and Nepal, and for each doll sold, we donate 10 meals to children in need. Our values drive everything we do, so we believe in treating every customer with kindness and respect, and delighting them at every chance we get. Each one of our customers is helping us make a difference in the life of a child and it?s important they feel like part of the cuddle+kind family. Our customer service squad is made up of the brightest, nicest people who make our beloved customers their number one priority. Our goal is to build complete trust in cuddle+kind and our mission through remarkable customer service. Our dolls are guaranteed for life. We run a 24/7 customer service team to ensure that our customers receive a timely reply to their inquiries. *Who you are:* An autonomous problem-solver who is motivated to deliver a delightful customer service experience to all of our supporters. A champion for the customer experience: * When we?re developing new products, processes and programs, you?re always thinking about how to make it a great customer experience from start to finish. * You?re able to manage consumer expectations with empathy and kindness and deliver consistently delightful service to shoppers worldwide A social media star: * Quick learner, ready to adopt and use the cuddle+kind brand voice and collaborate on developing the brand voice across all platforms. * Engage with customers to provide an unique and outstanding brand experience; turning followers and first-time customers into dedicated, repeat purchasers and brand enthusiasts Keenly interested in e-commerce with a thirst to continue developing in technologies, platform knowledge and e-commerce customer experience tactics. A flexible hybrid worker, able to work evenings, weekends and the occasional split-shift. *Core duties*: * Anchor our helpdesk * Frontline customer service by email, phone and live chat * Social community management * Liaise with Operations and Fulfilment to resolve customer concerns * Close loop on outstanding customer tickets using Shopify and other partner platforms * Escalate significant issues to management * Identify patterns/trends in customer service tickets that indicate larger issues * Independently manage individual senior level responsibilities *CS operations* * Process returns and exchanges, manage warehouse report for these items * Track reshipped orders at key times throughout the year * Test and monitor website updates and process changes * Work proactively to prevent or manage major customer service issues (ie. backorders, shipping delays) * Identify opportunities and develop strategies to improve processes *You have:* * A minimum 2 years in customer service/relations experience, preference for candidates in an ecommerce environment * Impeccable written and oral communication skills, with a high focus on grammar and attention to brand voice, vocabulary and detail. * A positive and empathetic attitude toward customers at all times with an emphasis on providing a delightful experience and building customer longevity * An exceptional handle of social media platforms with the ability to merge brand voice, professional communication and kindness while engaging across platforms * High ability to learn new concepts and adapt * Strong time management skills, focusing on responding to customer queries in a time-sensitive fashion while still providing all relevant details and an individualized experience *Working with cuddle+kind:* cuddle+kind is an equal opportunity employer. We are committed to providing an inclusive, safe, and equitable work environment for all employees. We offer: * comprehensive health insurance * company events * paid time off * discounted products * hybrid office / work from home schedule * casu