Post-Sale Concierge - Night Shift (5 To 7 yrs) - WFH

Newage Products; United States; Remote; USD 45,000 - 70,000; Full time

Job summary

A customer-centric company is seeking a customer support professional to manage VIP clients. The role requires building relationships, delivering exceptional service, and troubleshooting issues. Candidates must have exceptional communication skills, 5+ years in customer support, and flexibility for evening shifts. This opportunity offers the chance to thrive in a dynamic environment with a focus on customer satisfaction.

Qualifications

• Minimum 5 years experience in customer support communications.
• Minimum 2 years experience in cross-functional projects related to customer experience.
• Proven analytical and presentation skills.

Responsibilities

• Develop and maintain strong relationships with VIP clients.
• Deliver exceptional service and ensure customer satisfaction.
• Troubleshoot technical problems and document customer interactions.

Skills

Exceptional communication skills (written and spoken)

Strong problem-solving abilities

Detail-oriented

Ability to handle confidential information

Flexibility for night shifts

Education

Graduation in any discipline

Tools

Salesforce

Microsoft Office

Shopify

SAP

Tableau

Job description

Role & responsibilities

• Developing & maintaining strong personalized relationships with VIP clients, providing timely and courteous customer support throughout their entire customer journey, ensuring that the NewAge Products brand is represented well
• Delivering exceptional service and ensuring customer satisfaction with each interaction
• Swiftly resolving any issues or concerns raised by VIP clients
• Assisting VIP clients with inquiries, resolving issues, and providing product or service information.
• Collaborating with team members and other departments to resolve complex customer issues & to ensure exceptional service for VIP clients
• Working closely with cross-functional teams, carriers, and warehouses to streamline and coordinate design, installation, and delivery services
• Maintaining a high level of process and product knowledge to effectively assist clients
• Troubleshooting technical problems and escalating issues to the appropriate teams when necessary
• Documenting customer interactions and ensuring accurate and thorough case records
• Handling confidential information with discretion and professionalism
• Ensuring compliance with company policies and procedures
• Tracking of VIP customer feedback to identify areas for improvement, share findings with management to implement improvements, increase VIP customer satisfaction and loyalty
• Developing strong sustainable relationships throughout the organization

Preferred candidate profile

• Minimum criteria is graduation in any discipline from a recognized university or institution
• Exceptional communication skills (written and spoken) are mandatory
• Proven ability to deliver exceptional customer-centric service
• Willingness and availability to work full-time during evening and night shifts, aligning with North American time zones
• Flexibility to work on select public holidays and occasional weekends, as business needs arise
• Strong problem-solving abilities and a patient and empathetic approach to customer interactions
• Ability to adapt to evolving technologies and learn new software quickly
• Detail-oriented with strong organizational skills
• Basic computer skills for data entry and using customer support software
• Minimum 5 years experience handling customer support communications in a Contact Centre environment
• Minimum 2 years experience collaborating on cross-functional projects related to Customer Experience or similar area of the business
• Proven proactive, results-oriented leader with exceptional motivational, negotiation, and influencing skills; approachable, compassionate, and genuine
• Ability to build, maintain, and sustain strong relationships; attract, recruit, train, develop and retain talent as required
• Proven analytical, planning, organizing, delegating, communication, and presentation skills
• Proficient with various platforms for managing an eCommerce business; Microsoft Office (Word, PowerPoint, Excel, Outlook), SmartSheet, Salesforce, Shopify, SAP, Tableau, and/or other related tools and programs
• Ability to effectively manage multiple priorities and demands in a fast paced, time-sensitive environment; thrives in an environment of change and ambiguity

Candidate should have below requirements at their home for WFH

• Steady broadband or cable Internet
• Appropriate working desk for Work from home