We are looking to add a friendly, outgoing person to handle customer service for our team. We are a headphone company based in Brooklyn, NY. This job is completely virtual. We can set you up so that you can handle all of this from the comfort of you own home.
Who we are looking for:
We need someone with experience in customer support, who is able to take initiative and is a good problem solver. A lot of this work is intuitive, so in addition to learning how to accurately use our pre-set templated responses, you will need to be able to use your judgement in certain situations.
The technical hours of this job are from 10AM EST to 6PM EST. This is primarily for phone calls. We do not get too many calls per day- maybe somewhere around 5-10. However, we want to make sure you are completely available and working the full 8 hours so that none are missed.
We are looking for someone who will be able to respond to our customer messages in the order they are received. The SLA we are looking to target is 12 hours. If you started work in the morning, you should be able to get through all emails within 2-3 hours. On average, there are really not more than 40 emails per day. All we ask after the emails are caught up, is that you periodically check in an respond to incoming messages so that there is no pileup.
When you are not working on messages, we would like for you to help reach out to our customers who have left negative reviews. Our primary source of sale is Amazon. It is extremely important that we reach out to customers who have left negative reviews to address and resolve any issues, in hopes that they will update their reviews. We are going to train you on how to do this. If you keep up with this each day or even every other day, you should not have very many to get to each day.
Overall, we are flexible with how you will be working with us. We understand that you will have some free time if you keep up with the flow of incoming messages and calls. That is completely fine.
What is most important for us:
Reaching target SLA for emails
Answering all calls during normal business hours and returning any missed calls/voicemails
Contacting customers who have left negative reviews
We are looking for a person who has a go getter attitude and will truly become a part of our team. Even though you are virtual, you are going to be a major part of our company and we want you to understand that your role is important. We want you to take it seriously. There is always room to grow and learn.
Important note regarding salary: This will be for $700/month with the option of an additional $100 bonus monthly if we see that you are reaching all of our set goals. As long as you work with us, we're happy to work with you.