Ecommerce Customer Experience Member

Executive Mandate Specification

We are looking for a highly motivated and customer-focused individual to join our Shopify business as a Customer Service Representative. In this role, you will be responsible for handling email/ticket support and providing exceptional customer service to resolve customer issues in a timely and effective manner.

Responsibilities:

• Respond to email/ticket support requests from customers within established service level agreements (SLAs)
• Identify, troubleshoot and resolve customer issues with a high level of accuracy and efficiency
• Provide exceptional customer service by answering inquiries, resolving issues, and proactively anticipating customer needs
• Document all customer interactions and maintain accurate records in the customer service database
• Collaborate with other team members to resolve complex customer issues
• Continuously develop product knowledge to effectively respond to customer inquiries
• Provide feedback to the management team on areas for improvement in customer service processes and procedures

Qualifications:

• High school diploma or equivalent required
• 1-3 years of experience in a customer service role, preferably in email/ticket support
• Excellent written and verbal communication skills
• Strong problem-solving skills with a focus on resolving customer issues
• Ability to multitask and prioritize work in a fast-paced environment
• Strong attention to detail and accuracy
• Experience with Shopify & Gorgias or other e-commerce platforms is a plus
• Familiarity with help desk software is a plus

If you are interested in this opportunity and meet the qualifications, please apply with your resume and a cover letter detailing your experience and interest in the position. We look forward to hearing from you!

Job Types: Full-time, Part-time

Salary: From £24,000.00 per year

Benefits:

• Casual dress
• Employee discount
• Gym membership
• Sick pay
• Store discount
• Work from home

Schedule:

• Monday to Friday

Supplemental pay types:

• Performance bonus

Experience:

• Gorgias (required)
• Shopify (required)

Work Location: Remote

Statutory Executive Benefits & Governance

• Executive Health, Vision & Dental Coverage with Global Provider Options
• Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
• Annual Discretionary Performance Incentive & Long-Term Equity Participation
• Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
• US Department of Labor & E-Verify Work Authorization Sponsorship