eCommerce Customer Service Representative

About Us:
Mama Bear Oasis is a leading eCommerce brand dedicated to providing natural and effective solutions for pain relief. We are committed to delivering exceptional customer service and are looking for a dedicated Customer Service Representative to join our team.

Job Description:
We are seeking an experienced Customer Service Representative to provide top-notch support to our customers. The ideal candidate will have a strong background in customer service. This role involves not only responding to customer inquiries but also helping to build out our customer service systems and processes. We are also looking for someone with experience managing and responding to social media comments and messages. Familiarity with Gorgias is essential.

Responsibilities:
- Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
- Assist customers with product information, order issues, and other queries.
- Resolve customer complaints and ensure a high level of customer satisfaction.
- Develop and implement customer service policies and procedures.
- Help build and improve customer service systems and processes.
- Train and manage junior customer service reps, if necessary.
- Use customer service tools such as Gorgias to manage customer interactions.
- Maintain a thorough knowledge of our products and services.
- Manage & respond to all social media comments & messages
- Provide feedback to the team on recurring customer issues and suggest improvements.

**Qualifications:**
- Proven experience as a Customer Service Representative in an eCommerce setting, do not apply if you have not worked in eCommerce.
- Experience managing other customer service reps is a plus.
- Strong understanding of customer service principles and practices.
- Proficiency with major customer service tools such as Zendesk, Gorgias, Richpanel, Freshdesk, etc.
- Excellent communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- Strong problem-solving skills and attention to detail.
- Ability to work USA hours (night shift in the Philippines).
- Full-time availability.

**Benefits:**
- Competitive salary
- Remote work flexibility
- Opportunity to grow with a dynamic and supportive team
- Training and development opportunities

**How to Apply:**

Please apply through this google form:

https://docs.google.com/forms/d/e/1FAIpQLSc6DJN8lwRdGyriipF3TtEP8ekHdjjvX_Ez0kgWPFTjN6qU5A/viewform?usp=sf_link

Any applications sent through onlinejobs messages will not be considered, you must apply through the Google form.

There is a question titled “Do you have anything else you'd like to add?” at the end of section 2. Type the word “blue” here.