Customer Service Representative - Email Support

Velvet Caviar Group; Philippines; Remote; PHP 1,323,000 - 2,205,000; Full time

Benefits offered by this job

Be a key player in a growing brand!

100% remote position

Above-average compensation

Year-end performance bonuses

Paid holidays & paid time off

Strong growth opportunity

Long-term position

Job summary

Velvet Caviar Group is seeking a Customer Support Representative to handle email inquiries and provide product and service information. The role focuses on delivering flawless customer experience, handling returns and warranty claims, and improving FAQs and responses.

The ideal candidate has 4+ years in customer service and 2+ years in email support, with excellent written and verbal communication. This 100% remote position operates on EST hours and offers growth opportunities.

Qualifications

• 4+ years of customer service experience.
• 2+ years of email support experience.
• Available remotely from 8 am to 5 pm EST.
• Excellent written and verbal communication skills.
• Familiarity with Gorgias is a plus.

Responsibilities

• Respond to and resolve email inquiries
• Process returns, exchanges, warranty claims
• Record all reasons for returns, exchanges, warranty
• Contact negative reviews to win back customer
• Answer questions from Q&A on Yotpo
• Continue improving FAQs and canned responses
• Assist with social media initiatives
• Help gather data and prepare reports
• Perform other ad hoc tasks relevant to the job

Skills

Customer service

Email support

Multitasking

Communication skills

Tools

Gorgias

Job description

Ready to join a fun tech brand with consistent growth and innovation Velvet Caviar is in need of an awesome Customer Support Representative to assist our customers by providing product and service information via email. The Customer Support Representative will be the front line of communication with the customer and the ideal candidate understands the need for a flawless customer experience and has the ability to multi-task and stay organized in a fast-paced environment.

About Us:

Velvet Caviar is a leading fashion accessories brand with over 1+ million social media followers; established in New York since 2015. We're mostly known for pioneering the tech accessories market with our fashionable phone cases. Our products can be found in national retailers and on hundreds of celebrities and influencers worldwide! Please visit our Instagram at @velvetcaviar and our website, velvetcaviar.com to gain a clearer understanding of the brand and product line.

What you'll do:

• Respond to and resolve email inquiries


• Process returns, exchanges, warranty claims


• Record all reasons for returns, exchanges, warranty


• Contact negative reviews to win back customer


• Answer any questions from Q&A on Yotpo


• Continue improving FAQs and canned responses


• Assist with social media initiatives


• Help gather data and prepare reports


• Perform other ad hoc tasks relevant to the job

Requirements:

• 4+ years of Customer Service-related experience


• 2+ years of Email Support experience


• Familiarity with Gorgias is a plus


• Available remotely from 8 am to 5 pm EST


• Excellent written and verbal communication skills
  
• Strong experience with email support tickets


• Ability to creatively and effectively problem-solve varying customer requests


• Ability to multitask and prioritize effectively in a fast-paced environment


• Strong organization skills and dedication to completing tasks and projects promptly


• Detail-oriented with a high level of accuracy


• Team player with a can-do attitude

.

Perks:

• Be a key player in a growing brand!


• 100% remote position


• Above-average compensation


• Year-end performance bonuses


• Paid holidays & paid time off


• Strong growth opportunity


• Long-term position