Customer Support Associate
3.
0 Boston, MA Boston, MA $22 - $26 an hour $22 - $26 an hour 12 days ago 12 days ago 12 days ago The Role:
As a Customer Support Associate, you will help deliver the vision of Cometeer, emphasizing feedback from customers as well as enhancing customer satisfaction and brand loyalty.
Our mission is to make the best coffee on earth and deliver the perfect coffee drinking experience.
Customer experience is the foundation of our brand.
We strive to create satisfaction in every customer interaction through an omnichannel experience.
As a Customer Support Associate, you will utilize your expert product and service knowledge to maximize the experience for current and potential customers.
You will use a deep understanding of who our customer is and what they need to serve as the first line of defense and resource for customer inquiries, continuously seeking out ways to better understand our consumer feedback, while delivering an exceptional customer experience.
In this role, you will use a deep understanding of who our customer is and what they need in order to solve their issue and support them in the simplest, most hassle-free way possible.
You will be responsible for ensuring that our brand messaging and positioning is consistent across all customer channels, as well as targeted to each core segment.
You'll help manage the support process and for all communications with customers, including assisting with time-sensitive order assistance and shipping issues, product guidance, and any other challenges they may face.
You'll provide a best-in-class experience for each customer and use every opportunity to go above and beyond their expectations.
This is a Remote position.
What you will do:
Respond to customer emails, chats, and SMS via our CRM platform in a timely manner that meets our service standards and SLAs.
Assist customers with orders, shipping issues, product recommendations, and additional one-off inquiries.
Recognize trends in customer feedback and record data for all segments of the team.
Become a brand expert and advise both prospective and existing Cometeer customers on current offerings and products.
Demonstrate confidence in product knowledge including commodity features and benefits to maximize sales.
Communicate with our warehouses and shipping partners to resolve outstanding issues.
Analyze customer feedback and coordinate with management to continuously improve the customer experience.
Assist in developing new ways to collect, analyze, and organize customer data to provide insights and feedback to team members.
Assist with special tasks and projects as necessary to the CX team.
What we are looking for:
Minimum 2 years experience in a customer-facing support role; preferably with an e-commerce or retail company.
Demonstration of strong communication skills, both verbal and written, with excellent listening skills; allowing for clear and effective communication with customers.
Must possess basic computer skills to operate our CRM platform; experience with Shopify and Kustomer, Gorgias or Zendesk a plus.
Strong customer service and sales techniques.
Ability to manage multiple channels of communication simultaneously.
Willingness to learn, go above and beyond to help the team, and open to a flexible schedule.
Excited to work in a fast-paced and energetic environment.
Time management skills; ability to prioritize and multitask while producing quality work.
Attention to detail and organization skills; ability to adapt to new processes and procedures as business needs grow and change.
Passion and appreciation for coffee is a plus!.
Estimated Salary: $20 to $28 per hour based on qualifications.
0 Boston, MA Boston, MA $22 - $26 an hour $22 - $26 an hour 12 days ago 12 days ago 12 days ago The Role:
As a Customer Support Associate, you will help deliver the vision of Cometeer, emphasizing feedback from customers as well as enhancing customer satisfaction and brand loyalty.
Our mission is to make the best coffee on earth and deliver the perfect coffee drinking experience.
Customer experience is the foundation of our brand.
We strive to create satisfaction in every customer interaction through an omnichannel experience.
As a Customer Support Associate, you will utilize your expert product and service knowledge to maximize the experience for current and potential customers.
You will use a deep understanding of who our customer is and what they need to serve as the first line of defense and resource for customer inquiries, continuously seeking out ways to better understand our consumer feedback, while delivering an exceptional customer experience.
In this role, you will use a deep understanding of who our customer is and what they need in order to solve their issue and support them in the simplest, most hassle-free way possible.
You will be responsible for ensuring that our brand messaging and positioning is consistent across all customer channels, as well as targeted to each core segment.
You'll help manage the support process and for all communications with customers, including assisting with time-sensitive order assistance and shipping issues, product guidance, and any other challenges they may face.
You'll provide a best-in-class experience for each customer and use every opportunity to go above and beyond their expectations.
This is a Remote position.
What you will do:
Respond to customer emails, chats, and SMS via our CRM platform in a timely manner that meets our service standards and SLAs.
Assist customers with orders, shipping issues, product recommendations, and additional one-off inquiries.
Recognize trends in customer feedback and record data for all segments of the team.
Become a brand expert and advise both prospective and existing Cometeer customers on current offerings and products.
Demonstrate confidence in product knowledge including commodity features and benefits to maximize sales.
Communicate with our warehouses and shipping partners to resolve outstanding issues.
Analyze customer feedback and coordinate with management to continuously improve the customer experience.
Assist in developing new ways to collect, analyze, and organize customer data to provide insights and feedback to team members.
Assist with special tasks and projects as necessary to the CX team.
What we are looking for:
Minimum 2 years experience in a customer-facing support role; preferably with an e-commerce or retail company.
Demonstration of strong communication skills, both verbal and written, with excellent listening skills; allowing for clear and effective communication with customers.
Must possess basic computer skills to operate our CRM platform; experience with Shopify and Kustomer, Gorgias or Zendesk a plus.
Strong customer service and sales techniques.
Ability to manage multiple channels of communication simultaneously.
Willingness to learn, go above and beyond to help the team, and open to a flexible schedule.
Excited to work in a fast-paced and energetic environment.
Time management skills; ability to prioritize and multitask while producing quality work.
Attention to detail and organization skills; ability to adapt to new processes and procedures as business needs grow and change.
Passion and appreciation for coffee is a plus!.
Estimated Salary: $20 to $28 per hour based on qualifications.
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