Junior Email Support, Night Shift

Poshmark; Chennai District; On-site; INR 280,000 - 520,000; Full time

Job summary

Poshmark is seeking a Community Associate, Disputes to provide front-line customer support to our growing Community. You will triage and respond to high volumes of time-sensitive customer inquiries related to orders, their account, and provide detailed product education.

Our ideal candidate will work from Chennai with overnight and AUS shifts, investigate disputes, resolve issues following return policies, and maintain high customer satisfaction with friendly, professional email communication.

Qualifications

• Based in Chennai or Tamil Nadu, India.
• 0–3 years in customer service or e-commerce support.
• Experience with email support and US-based customers preferred.
• Strong Macbook navigation and typing skills.
• Excellent written and verbal English communication with attention to detail.

Responsibilities

• Engage with users regarding dispute cases via email.
• Investigate order disputes and resolve issues per return policies.
• Respond timely, friendly, professional via email.
• Communicate with users in a helpful and patient manner.
• Gather feedback from the Community.
• Aim to exceed volume, first response time, resolution rate, and CES goals.
• Work holidays and occasional overtime as required.

Skills

Empathy

Problem-solving

Patience

English communication

Self-motivated

Independent worker

Macbook navigation

Tools

Salesforce

Job description

Poshmark is the largest community marketplace for fashion where anyone can buy, sell and share their personal style. With millions of shoppers and seller stylists, Poshmark brings together a vibrant community every day to express themselves and share their love of fashion.

As a Community Associate, Disputes you are responsible for providing front-line customer support to our growing Community. You will triage and respond to high volumes of time-sensitive customer inquiries--related to orders, their account, and provide detailed product education. Our goal is to maintain a high level of customer satisfaction while assisting with a seamless user experience. Your ability to investigate, resolve issues, and communicate effectively will be critical in maintaining Poshmarks high standards of customer satisfaction.

The ideal Community Associate...

• understands empathy is the key to helping others
• exercises strong problem-solving skills
• showcases endless patience and contagious positive energy
• has excellent written and verbal English communication skills
• Is self motivated and thrives working independently.

Responsibilities:

• Engage with Poshmark users regarding dispute cases via email support
• Investigate all aspects of an order and find resolutions for dispute cases filed by buyers
• Respond to users in a timely, friendly, and professional manner
• Execute decisions to fairly resolve disputes following Poshmarks return policies
• Communicate with Poshmark users in a friendly, helpful, and patient manner via email
• Gather feedback and suggestions from the Community
• Strive to exceed Volume, First Response Time, Resolution Rate and CES (Customer Effort Score) goals
• Flexibility to work on holidays and occasional overtime, as required.

Requirements:

• Should be based in Chennai or within Tamil Nadu State, India.
• Overnight shift: 7:30pm/9:30pm/11:30pm Sun-Thurs/Tues-Sat/Fri-Tues
• AUS shift: 3:30am IST Sun-Thurs/Tues-Sat/Fri-Tues
• 0-3 years of equivalent experience in customer service or community support, particularly in e-commerce. Customer service via email using Salesforce or previous support experience dealing with US-Based customers preferred; new college graduates are encouraged to apply
• Strong Macbook navigation and typing skills
• Excellent written and verbal English communication skills, with keen attention to detail
• Willing to work on holidays and provide support over weekends, as required
• Problem-solving mindset with the ability to work independently and as part of a team
• Ability to collaborate and interact with managers and peers primarily from the US office headquarters with professionalism
• Enthusiastic about community, customer service, and spreading love and kindness
• Endless patience and a positive attitude with the ability to turn a negative into a positive.
• Competitive by nature; thrives off the success of a team
• Believes that helping users is crucial to the growth and success of the company

6-Month Accomplishments:

• Independently handle trained cases with efficiency and accuracy
• Provide resolutions based on guidelines and policies
• Meet daily case goals on a consistent basis

12+ Month Accomplishments:

• Navigate assigned Tier cases with ease
• Absorbed tier knowledge without depending on resources
• Meeting and or exceeding all performance metrics