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Remote Ecommerce Customer Service Representative | WFH ID-11945

Job Overview

Join our dynamic team as a Customer Service Representative in the thriving eCommerce sector. This fully remote position offers you the chance to make a significant impact as the first hire in our customer service division, contributing to the development of our processes and enhancing customer satisfaction.

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Key Responsibilities
  • Address and resolve customer inquiries via our platform (Gorgias, akin to Zendesk).
  • Provide customer support through Meta/Facebook/Instagram DMs and comments.
  • Manage and organize customer emails across two primary inboxes (contact@ and orders@).
  • Supervise and support a full-time virtual assistant/customer service agent.
  • Identify and document opportunities to enhance customer service efficiency and scalability.
  • Troubleshoot shipment issues, including incorrect addresses and incomplete information.
  • Act as the main point of contact for our expanding wholesale program, liaising with brick-and-mortar establishments.
  • Moderate and facilitate our online community (Circle Group).
  • Assist in vetting custom/bulk orders through a dedicated sales funnel, utilizing provided marketing and sales resources.

Required Skills

  • Friendly and professional demeanor with a genuine passion for engaging with people.
  • 2+ years of experience in eCommerce management, with a focus on strategic planning and operations.
  • Proficiency in Microsoft Office Suite, particularly Excel.
  • Strong business acumen coupled with a customer-centric approach.
  • Experience with Shopify for order processing and updates.
  • Familiarity with ShipStation or comparable shipping software.
  • Excellent written communication, organizational, and grammar skills.
  • Ability to create positive and concise messaging for social media platforms (Meta/Facebook/Instagram).
  • Strong multitasking abilities and a collaborative spirit in a small team environment.
  • Experience with email marketing platforms, preferably Klaviyo.

Qualifications

  • Minimum of 2+ years in customer service or eCommerce management.
  • Demonstrated capability to manage end-to-end order processing for wholesale accounts.
  • Comfortable thriving in a fast-paced and dynamic work environment.

Career Growth Opportunities

As our first hire, you will be instrumental in shaping our customer service strategies while having the opportunity to expand your role as our company grows. Your contributions will be vital in documenting scalable processes, enhancing your skill set and career path.

Company Culture And Values

We are dedicated to cultivating a collaborative, positive team atmosphere where every member’s voice is valued. Your input will directly influence our customer service operations, allowing you to create impactful changes and improvements.

Networking And Professional Opportunities

Working with us provides a unique chance to develop your professional network within the eCommerce sector, connect with like-minded professionals, and engage in collaborative efforts that will enhance your career trajectory.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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