Customer Success Representative (Ecommerce)

TL;DR

Customer Success Representative (Ecommerce): Managing customer inquiries and order support for a US-based customer base with an accent on order management and complaint resolution. Focus on enhancing the customer experience and meeting service goals through high-quality communication.

Location: EST (Canada) / Must follow USA calendar (9:00 am-6:00 pm ET)

Company

hirify.global is an outsourcing company providing specialized staffing and support services for global clients.

What you will do

• Handle customer inquiries regarding order status, pricing, delivery timelines, and product defects.
• Provide comprehensive order management support, including entry and checkout completion.
• Proactively manage and enhance the customer experience to minimize escalations.
• Resolve product complaints effectively to ensure satisfactory outcomes.
• Deliver high-quality solutions via email, chat, and phone to a US customer base.
• Collaborate in team meetings to contribute ideas for enhancing customer satisfaction.

Requirements

• Experience: 2-3 years in a customer success or service role.
• English: Strong proficiency in written and spoken English.
• Availability: Monday-Friday, 9:00 am-6:00 pm ET based on a USA calendar.
• Familiarity with Google Suite products.
• Proven track record of outstanding customer service in a metrics-oriented environment.
• Strong multitasking, organization, and prioritization abilities.

Nice to have

• Experience with Zendesk, RingCentral, or Olark.
• Background in the custom printing industry.
• E-commerce sales support experience.