Customer Happiness Agent

Showpo; Manila; On-site; PHP 1,508,000 - 2,638,000; Full time

Job summary

Showpo in the Philippines is seeking a Customer Happiness Officer to be the voice of our customers across chat, phone, email and social channels. You will handle enquiries, feedback and delivery issues, striving to deliver world-class service that fans will tell others about.

The ideal candidate has at least 1 year of customer experience, superior written and spoken English, a fast 60+ wpm typing speed, and proven ability to use CRM tools such as Zendesk.

Qualifications

• 1+ year experience delivering awesome customer experience results.
• Perfect written and verbal communication; English must be exceptional.
• Adapt to Showpo tone of voice in all interactions.
• Adaptable, flexible and able to work autonomously and unsupervised.
• Typing speed >60 words per minute.
• Experience in online retail, e-Comm and CRM platforms (Zendesk).

Responsibilities

• Handle customer enquiries across chat, phone, social and email in a timely manner.
• Maintain a high level of customer satisfaction across channels.
• Escalate time-sensitive orders appropriately and clearly.
• Communicate relevant information when escalating enquiries.
• Continuously develop and improve customer service levels.
• Maintain Google Sheets with warehouse personnel to monitor service levels.

Skills

Customer experience

English communication

Typing speed

CRM platforms

Teamwork

Tools

Zendesk

Google Sheets

Job description

About Us

Showpo is the Australian owned, global, social media led ecommerce brand, redefining fashion retail for the new generation.

Showpo was established in Sydney in 2010 from our Founder & CEO Jane Lu's garage. Forward to now, we have disrupted the traditional retail model, are a global fashion destination and one of Australia's home grown true global success stories. We pride ourselves on empowering women worldwide and being one of Australia's largest and most successful social media brands.

The Role:

We are looking for Customer Happiness Officers who are customer obsessed and want to work with one of Australia's leading women's fashion ecommerce businesses!

This role will serve as the contact for customer enquiries and feedback, ensuring quality control, resolve delivery enquiries and get customer feedback. You will play a pivotal role in being the voice of our customer, ensuring that their experience is not only world class, but something they will rave about to their family and friends.

Duties to include, but are not limited to:

• Ensure customer enquiries are dealt with in a timely manner across all channels ( chat, phones, social and emails)
• Maintain high level of customer satisfaction rate across all channels
• Escalate time sensitive orders appropriately within timely manner
• Clearly relay relevant information when escalating enquiries
• Continued development and improvement of customer service level
• Maintenance of google spreadsheets in conjunction with warehouse personnel to monitor service levels
• Ability to work effectively as a team to put the customer first at all touch points

Who are we looking for?

• 1+ year experience in delivering awesome customer experience results
• Perfect written and verbal communication skills. Your English needs to be exceptional.
• Adapt to the Showpo TOV within the business and towards customers
• Adaptable, flexible and able to work autonomously and unsupervised
• Typing speed > 60 words per minute
• Experience in online retail, e-Comm and CRM platforms (we use Zendesk)