Customer Service Staff

  • Status: Accepting quotes
  • Job budget: KES 50,000 - 100,000
  • Category: Other

Job Description:

We are an ecommerce business looking for a rockstar! Help us enhance our customer service experience.

To be successful in this role, you need to be:
● Proactive
● Decisive
● Patient
● Genuinely empathetic
● Quick learner
● Personable
● Adaptable
● Accountable
● Confident
● Resilient

Tasks, Roles, and Responsibilities:
Customer Support
● Answer Messenger, Chat, Email & Phone Customer Inquiries
● Monitor for any Shopify blog comments that need a response
● Respond to Positive Reviews
● Negative Reviews Monitoring (Amazon, Etsy and Shopify)
● Check for Amazon Negative Feedback on Seller Central
● Check for any Amazon hijacker
● Track any Product Issues
● Handles and monitors returns and exchange

Order Processor
● Check and process new orders
● Check unshipped processed orders
● Update Stock Levels Files
● OOS Monitoring
● Fulfill Marketing & Sales Shipment Requests
● Update the CS tracker for new progress of return, refund and exchange
● Check Amazon inventory to see active MF listings
● Check the Amazon handling time for MF listings

How to apply:
We feel that resumes are outdated! We prefer video resumes.
Create one and upload to your favorite cloud, then send us a link when you send your proposal.
In your video resume, answer the following questions:
- Have you had a time when a customer was reporting an issue that you didn't know the answer to? What was your approach, what did you do and how did it end up?
- Can you tell me about a situation with a customer when there wasn’t a clear policy to use, and you needed to make a judgement call? How did you approach your decision, and what happened?
- Can you give me an example of a situation where there were major problems with your product/service, and you needed to respond without having all the answers yet?


If you have some feedback about the job, it would be great let the client know!