International Customer Service Agent

Ridge; United Kingdom; Remote; GBP 10,000 - 40,000; Full time

Job summary

Join a forward-thinking company as an International Customer Experience Agent, where you'll play a vital role in delivering exceptional service to customers worldwide. This role offers the chance to manage customer inquiries, resolve issues, and assist with multilingual E-Commerce translations. As a fully remote company, we prioritize a healthy work/life balance while providing opportunities for growth and development. If you're passionate about customer service and eager to make an impact in a dynamic environment, this position is perfect for you!

Benefits

Flexible working options

Opportunity for growth

Work-life balance

Qualifications

• Proven experience in customer experience service, preferably in e-commerce.
• Fluent in English with excellent communication skills.

Responsibilities

• Handle 80+ customer inquiries daily, ensuring timely and accurate responses.
• Translate E-Commerce content into English, French, and German.

Skills

Customer Experience

E-commerce Support

Translation Skills

Team Collaboration

Problem-Solving

Tools

Notion

Slack

GSuite

Loom

CRM Systems (Zendesk, Salesforce)

Shopify

Translation Tools

Job description

Ridge - Designed For Life.

Ridge crafts products made to last a lifetime through simple, functional designs ready for anything and everything. Our materials are chosen with care and a thoughtful connection to the insights of our growing community - setting our North star as we strive to improve every day. Together we can do more with less.

Ridge started with The Ridge Wallet as a Kickstarter project in 2013 and is now in the hands and pockets of over 3 million people worldwide! We currently operate around the globe selling in the US, Canada, the UK, EU, and Australia on Shopify and through other channels such as Amazon and wholesalers. We have also expanded and continue to expand our product catalog to include KeyCases, Bolt Action Pens, Knives, Rings, Watches, and we have plenty more in the works!

We are looking for people interested in positions with tremendous growth potential but which come with high expectations of work rate and quality of work. We are a fully remote company and utilize that to find the best talent around the world to join our team. Since we are a remote-first company, we always do our best to be as accommodating to a healthy work/life balance.

The Role

As an International Customer Experience Agent, your primary responsibility is to handle international customer inquiries, resolve issues promptly, and assist with E-Commerce translation tasks. You will play a crucial role in delivering excellent customer service and ensuring a seamless multilingual experience for customers.

Responsibilities

1. Answering 80+ Tickets Daily:
   • Efficient Ticket Management: Respond to a minimum of 80 tickets daily, on non-translation days; addressing customer inquiries, concerns, and issues across international markets.
   • Timely Resolution: Resolve tickets in a timely manner, ensuring high quality and accurate responses to maintain customer satisfaction.
   • Documentation: Document ticket interactions, resolutions, and feedback for reference and analysis.
2. Completing E-Commerce Translation Tasks:
   • Website Translation: Translate E-Commerce web pages, product descriptions, and promotional materials into English, French, and German using translation tools.
   • Accuracy and Consistency: Ensure translated content is accurate, culturally relevant, and consistent with brand messaging and guidelines.
   • Collaboration: Coordinate with cross-functional teams, including marketing and localization, to ensure seamless integration of translated content on the E-Commerce platform, such as Shopify.
3. Communicating Escalations and Issues with Management:
   • Escalation Management: Communicate escalated customer issues, trends, and challenges to management promptly, providing insights and recommendations for resolution.
   • Issue Resolution: Collaborate with management to address complex customer escalations and issues, ensuring swift and effective resolution to maintain customer trust and loyalty.

Ideal Profile

Qualifications & Experience:

• Proven experience in Customer Experience (CX) service, preferably in an e-commerce setting.
• Previous experience in e-commerce customer support is a plus, helping to understand customer needs and product-related inquiries.
• Experience with contract remote work, demonstrating the ability to work independently and manage time effectively.
• Fluent in English, both written and spoken, with excellent grammar and communication skills.

Technical Skills

• Proficiency in Notion for project management, task organization, collaboration, and documentation.
• Proficiency in Slack for effective communication, collaboration, and team coordination, including channel management, file sharing, and real-time messaging.
• Proficiency in GSuite for productivity, document management, and collaboration, including Gmail, Google Drive, Google Docs, Sheets, and Slides.
• Familiarity with Loom for creating and sharing video content, including screen recordings, tutorials, and presentations, to enhance communication and training within teams.
• Experience with customer support through a CRM system (e.g., Zendesk, Salesforce).
• Familiarity with Shopify for order management and customer inquiries.
• Proficiency in translation tools to accurately translate E-Commerce content into multiple languages, maintaining consistency and quality.

Soft Skills

1. Team Collaboration: Demonstrate strong teamwork abilities, working effectively with colleagues to achieve common goals. Communicate clearly and effectively, both verbally and in writing.
2. Attitude and Reliability: Maintain a positive attitude and approach to problem-solving. Exhibit high reliability and dependability, consistently meeting deadlines and expectations.
3. Organizational Skills: Be highly organized, able to multitask, and demonstrate a strong commitment to customer satisfaction.
4. Independent Work: Ability to work independently and as part of a team in a fast-paced environment, managing multiple tasks simultaneously.

What's on Offer?

• Join a market leader within Apparel & Sporting Goods.
• Opportunity within a company with a solid track record of performance.
• Flexible working options.