Customer Service Agent

Responsibilities for the role

• Handling tickets from start to finish utilizing various tools
• Expediting of other agent tickets and following up when necessary
• Providing excellent, empathetic, and effective customer service
• Can speak up and notify leads of any issues or questions
• Ability to handle upwards of 40+ tickets per day
• CSAT quality of 95% or higher
• Responding to tickets within 4-24 hours for initial and follow up responses

Handling Chats/Phone Calls

• Good attendance
• Creating SOP's and building efficiencies within work flows
• Possible leading of internal projects
• Possible second shift opportunities
• Possible weekend shift (ie. Wednesday – Sunday)

Requirements for the role

• Knowledge of Zendesk CRM platform, Microsoft Excel, Word, Sharepoint and Outlook
• 2 years+ of customer service experience - ecommerce experience a plus
• Ability to multitask
• A natural ability to de- escalate challenging requests/customers
• Ability to communicate well verbally and written
• Ability to speak and present in larger groups
• Strong attention to detail and organizational skills
• Strong ability to be proactive
• Exceptional time management Skills
• Remote work arrangement