Bearaby
- Full-time
- 50 hours per week (1 - 11 pm EST Thursday - Monday)
- Native or fluent English speaker
- 4 years of customer service experience
- US-based e-commerce experience required
- Microsoft Office proficiency required
Who WE are
Bearaby is an award-winning Direct to Consumer (DTC) company on a mission to bring comfort and relief to people of all ages who are searching for calm in a complex world. We create beautiful and functional products, including our flagship weighted blankets, that are sustainably manufactured from organic materials and innovative upcycled fabrics - loom to lap. We believe that restorative rest should be simple, natural, and drug-free - and that it's time to ditch the negative stigmas around healthy habits like napping and sleeping-in for a calmer, more comforted world.
Role Summary
Bearaby is seeking a highly motivated customer service representative in the Philippines to support customer queries and concerns across America and Europe. As part of your role in our customer service team, you will be responsible for responding to customer inquiries through all channels, supporting order management and fulfillment, and responding to Amazon customer requests. You will work closely with the wider customer service team to respond effectively to customer needs, and should have a passion for helping customers and solving problems.
The ideal candidate will be fluent in English and have at least 4 years customer service experience with an e-commerce company, with at least two years experience working with US based customers.
Duties and Responsibilities
- Understand and review the Bearaby tone of voice and customer service handbook to respond to customer concerns
- Respond promptly and professionally to customer inquiries via email, phone, chat, SMS, and social media, ensuring a high level of customer satisfaction.
- Assist customers with order placement, product inquiries, shipping information, returns, and other concerns.
- Respond promptly and professionally to customer inquiries via Amazon.
- Handle ad hoc tasks, such as order fulfillment, fulfillment of manual orders, resolving chargebacks and creating reports based on customer service data.
- Provide regular customer feedback to the rest of the Bearaby team based on feedback received from customers.
- Suggest website copy updates based on feedback received from customers
- Handle escalated customer issues and complaints, resolving them in a timely and efficient manner.
- Collaborate with other departments, including Sales, Logistics, and Product Development, to ensure a seamless customer experience.
- Maintain accurate records of customer interactions and transactions using our CRM system.
- Stay up-to-date on product knowledge, company policies, and industry trends to better assist customers.
Who YOU Are
- A passionate, Customer-oriented individual that creatively and calmly navigates through customer queries and concerns
- An individual who has at least 4 years customer service experience, preferably in an ecommerce company.
- Has experience with Gorgias, and is comfortable with responding to customers through this and other CRM's.
- A self-motivated, positive and energized individual with strong communication skills, with the ability to empathize with customers and de-escalate customer concerns that may arise.
- A flexible thinker who is comfortable taking on feedback and can work with strategic direction
- A team player with the ability to work closely across teams in a fast-paced startup environment
- A proactive self-starter with top notch written and verbal communication skills
- A strong communicator with excellent interpersonal skills at all levels, which include both written and verbal communication skills.
- Experienced with Microsoft office, mainly Excel.
- Comfortable with working in G Suite, monday.com, and Slack
- Adaptable, flexible and resilient, with excellent interpersonal, communication and negotiation skills.
Qualifications
- Fluent in English (written and spoken)
- Proven customer service experience, preferably in a retail or e-commerce environment.
- Strong problem-solving skills and attention to detail.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Proficiency with CRM software and other customer service tools and software.
- Strong understanding of the US and European market landscape, including consumer trends, regulatory environment, and competitive dynamics.
- Experience working for an international company in a cross-cultural context is preferred.
- A passion for sustainable wellness and restorative rest is a bonus!
