Rockstar Customer Support Associate

We are seeking a highly motivated and dedicated individual to join our team as a Customer Service Support representative.

As a key member of our customer service department, you will be responsible for providing exceptional support and assistance to our customers via email, live chat, and social media. Your primary goal will be to ensure customer satisfaction by addressing inquiries, resolving issues, and providing accurate information promptly.

You will also be trained to do extra tasks from time to time, relevant to the company's needs.

Responsibilities:

- Respond promptly and professionally to customer inquiries via email, live chat, and social media platforms.
- Provide accurate and detailed information regarding products, services, and company policies.
- Resolve customer complaints, issues, and concerns proactively and efficiently.
- Identify and escalate priority issues or cases that require immediate attention.
- Collaborate with other team members to ensure consistent and excellent customer service.
- Follow established procedures and guidelines for handling customer interactions.
- Stay informed about company products, services, promotions, and updates.
- Be flexible and open to learning and performing other tasks as needed.
- Be able to answer 150 simple tickets when there are no extra tasks.
- Be able to implement automation for both email and live chat.
- Have the ability to implement macro adjustments based on customer feedback.
- Maintain a 4.5 customer satisfaction star rating.
- Optimize ticket reporting and tag visibility within Gorgias.

Qualifications:

- Strong experience with Gorgias, Live Chat (PerfectBot or Gorgias Bot).
- Social media experience with Facebook, Instagram, and TikTok.
- Experience with 3PL Management such as ShipBob for order management.
- Experience with Shopify order management.
- Proven experience with 3+ years of customer service or a related field.
- Excellent written and verbal communication skills.
- Ability to learn and adapt to new tasks quickly.

Please submit your most recent CV with a short letter on why we should hire you, and respond with the subject line "Customer service rockstar". Please also include your mobile number and email address. Best of luck!