Customer Service Representative - Philippines, Pilipinas - WNW GROUP LLC

Paglalarawan

Customer Service Agent | Fully Remote Position | $600+/mo

Hey there This is Will & Paul Co-founders of WNW Group. We strive to create a trusted and beloved e-commerce brand that our customers can rely on for all their needs, and a company that our employees are proud to be a part of.

We are an 8-figure eCommerce holding company that has successfully scaled multiple brands in just two years We've hit our $25M run rate in 2022, and we project to reach up to $40M in But there's one thing stopping and we need your help.

As the industry continues to evolve, we have identified amazing customer experience as a 'way to stand out' and grow. So we're looking for elite customer service agents like YOU to take us to the next level

????‍????Together we:

Help AU & US -based customers

Cultivate a supportive working environment

Find the best people and invest in them through trainings and other resources

We...

Thirst for Knowledge. We are always in the pursuit of greater knowledge to advance both in our personal and professional lives.

Continually improve. We are committed to learn from past results and continuously improve.

Integrity. Acting with strong ethics.

Communication. Everyone understands that communication is top priority and nobody is afraid to ask questions or speak up.

Accountability. We are accountable to ourselves and our team members, owning up to our responsibilities, decisions, and mistakes and constantly learning from them.

Output-focused. We take pride in delivering optimal results and recognize the efforts and achievements of our team members.

Solution-Oriented. We focus on finding the solutions rather than the problem, both within the organization and towards our customers.

Fun & Friendly We believe that work should be enjoyable, and we strive to create a positive and inclusive culture where everyone feels valued and appreciated. From brainstorming sessions to team-building activities, we make sure that our employees have fun and feel motivated every step of the way.

???? Our Take On the Company

WNW Group is led by two charismatic, passionate, creative, and dedicated Co-founders: Will & Paul. They are an integral part of our team and continue to inspire us with their vision and drive.

???? What We Want You To Do

As a vital member of our team, you will be responsible for providing exceptional service to our valued customers. Your primary goal will be to ensure customer satisfaction and resolve any inquiries or issues they may have. This role requires excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment.

Responsibilities:

Respond promptly and professionally to customer inquiries through various channels, including phone, email, and live chat.

Provide accurate and efficient solutions to customer problems, addressing concerns, and ensuring resolution to their satisfaction.

Build strong relationships with customers, establishing trust and rapport while demonstrating empathy and understanding.

Maintain thorough knowledge of our products, services, and policies to effectively assist customers and provide accurate information.

Collaborate with internal teams, including fulfillment, sales, and marketing, to ensure timely resolution of customer issues and inquiries.

Document customer interactions, including inquiries, complaints, and resolutions, in a clear and concise manner.

Identify and escalate priority issues to the appropriate teams or management when necessary.

Assist in maintaining a comprehensive knowledge base and FAQs to help customers find answers and resolve common concerns.

Stay up-to-date with industry trends and best practices in customer support to continuously improve service quality.

???? Key Performance Indicators (KPIs):

Customer Satisfaction Score (CSAT): Measure customer satisfaction through post-interaction surveys, aiming for a high CSAT score.

First Response Time: Monitor and maintain a low average first response time to ensure prompt customer service.

Resolution Time: Track and improve the average time taken to resolve customer issues, aiming for efficient resolutions.

Ticket Volume: Manage and reduce the number of open customer tickets by providing swift resolutions and proactive communication.

Quality Assurance: Maintain a high level of quality in customer interactions by adhering to established guidelines and standards.

???? You're Perfect If You Have/Are...

Output focused

Proven experience in a customer support or similar role, preferably in an ecommerce or online retail environment.

Experience in Shopify platform and Re:Amaze or Gorgias highly preferred.

Detailed oriented and meticulous

You are a self-starter and can work independently without supervision

Strong problem-solving and decision-making abilities, with a proactive and solution-oriented mindset.

You are comfortable working remotely, at your own time

You have excellent written and spoken English skills so you can easily collaborate with our team

Team player, able to take on feedback and implement it quickly to achieve greater results

You are proactive and constantly finding new ways to improve your performance

High standard of achievement and integrity

Good at following set structures to create SOPs for all repeatable tasks

Proficiency with apps like: Hubstaff, Slack, Shopify, Notion, ClickUp

Availability to work flexible hours, including evenings, weekends, and holidays as needed.

Working Hours

You will be required to coordinate with the rest of the team for at least 3 hours per day in the AEST time zone. For the rest of the schedule you can login earlier or later depending on your preference.

Working/Company Time Zone: AEST time zone

???? How Do I Apply

If this sounds like you, go to send me a video of you answering the questions below and saying the words 'Sunflower Seeds' at the end. We'd love to get to know you better

• What does a good email response consist of
• If you had a big backlog of emails to respond to, how would you prioritise them
• When responding to a customer, how do you decide what information to include and what to leave out

???? Our Hiring Process

Fill out and answer the questions in the ClickUp form and submit your loom

Link to our form here

Complete a short test task to test your skills

1-on-1 video interview with the co-founders

???? Disclaimer

If you can commit to and live with the following principles, then you are the type of person who will be successful and help our company thrive. If you feel this level of engagement is not right for you or that you're not willing or able to participate with us at this level, we are not a good fit for you.

Our expectation is that you will take the steps necessary to do what you say you are going to do and be accountable for your actions. In other words, live 'Above the Line.'

We understand that not every person is ready for this level of performance, and we appreciate the honesty of those who decide this is not the right place for them. On the other hand, you would make an ideal candidate to join our company if you are willing to commit to our principles.

Benefits

Fully remote position. Work from the comfort of your home, the coziness of a coffee shop or anywhere in-between.

Flexible working schedule

Individual performance bonus

End of year bonus

10 days of paid leave each year