"ASAP" ECOMMERCE CSR (Email & Phone)

We are seeking a dedicated and enthusiastic Customer Service Representative to join our team. The ideal candidate will be responsible for assisting customers via both email and inbound phone, providing product troubleshooting, and ensuring customer satisfaction. You must have experience with Zendesk, possess excellent communication skills, and have a positive attitude—even with demanding or difficult customers.

Responsibilities:
-Respond promptly and professionally to customer inquiries via email and phone
-Handle customer concerns and complaints with empathy, positivity, and a problem-solving attitude
-Use Zendesk to manage and track customer interactions and support tickets
-Learn our entire system, including product functionality and troubleshooting methods
-Provide clear and concise explanations to customers regarding product usage, setup, and features
-Consistently strive to improve customer satisfaction and foster positive relationships

Requirements:
-Proven customer service experience: Minimum 1 year in a similar role, preferably with an international clientele
-Experience with Zendesk: Solid understanding of ticket management, macros, and customer interactions within Zendesk
-Strong communication skills: Must speak and write in clear, confident English
-Positive and upbeat demeanor: Able to remain calm and courteous under pressure or when handling challenging customers
-Technical capability: Able to learn and understand our products, systems, and troubleshooting protocols
-Reliable equipment: Must have a working microphone for clear communication during customer calls
-Stable internet connection: Required for handling calls and responding to tickets without interruption

Work Environment & Schedule:
-Work Hours: Full-time (40 hours per week), with possible shifts in accordance with our business hours
-Tools: We will provide access to required software (e.g., Zendesk, CRM tools). You must provide your own computer, microphone (preferably with noise cancelation), and reliable internet service

To Apply:
-Respond to this hypothetical support ticket.
“I purchased 6 days ago and have not received any tracking updates. Is this a scam? Please notify me ASAP or I will contact my bank.”

*Record yourself reading this script and submit it so we can asses your voice and fluency.
“Hi! You’ve reached Simple. How can I help you today?”
Pause
“I’m sorry to hear you’re having a hard time. Let me see how I can help.”
(Share your output via Google-drive and please do not forger to share access)

If you are an energetic, empathetic, and solutions-oriented individual passionate about providing top-notch support, we’d love to hear from you. Apply today and become an integral part of our growing team!