Need an EXPERT customer service agent for emails for a newer e-commerce brand
Looking to hire a Customer Service Agent ASAP. Ideally has minimum 2 years of experience and great knowledge of the following:
- Gorgias (customer service software on Shopify)
- Shopify
- Excellent written communication abilities.
- Know how to calm people down (were experiencing an influx of orders and need help managing the emails. We have templates and auto-reply systems within Gorgias, but still need manual help alongside our one other agent).
- BONUS - we have DM's on Instagram even though we clearly state we do not do customer service via DM, but if you can handle those (only about 5/day) that would help too. But, emails are the main priority.
The tasks will include:
- Gorgias (customer service software on Shopify)
- Shopify
- Excellent written communication abilities.
- Know how to calm people down (were experiencing an influx of orders and need help managing the emails. We have templates and auto-reply systems within Gorgias, but still need manual help alongside our one other agent).
- BONUS - we have DM's on Instagram even though we clearly state we do not do customer service via DM, but if you can handle those (only about 5/day) that would help too. But, emails are the main priority.
The tasks will include:
1. Responding to customer emails regarding shipping times - most tracking numbers and shipping come automatically through the Gorgias system, and of course to their email when shipped out, but some people have been waiting 3-4 days for their order to get shipped out (inventory and warehouse growing pains) and we need to calm them down. You know how customers are, and ours are a bit younger and needy. We're offering gift cards as a courtesy for the wait, or allowing them to cancel their order depending on a few things, but will explain with templates.
2. Handling customer complaints - it's mostly shipping and we're working on it, but will still like to keep you even after we catch up as we only have 1 agent now and we realize we need another!
Applicant needs to:
- Speak and write fluent English
- Have experience in Shopify
- Have experience in Gorgias, or be an EXTREMELY FAST self-taught learner
- Have a calm typing voice and good judgment
If you apply, you need to be available from ideally 10am-2pm Pacific Time every day.
Can increase hours if desired.
Would ideally like to have a quick Zoom call before hiring.
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