2021 Customer Experience Specialist null

• Work for a shopper-trusted and endorsed company that prioritises customer experience in developing the best software for product reviews
• Be part of a team of proactive, helpful, and knowledgeable Shopify experts
• Build your career in eCommerce customer support while working from home with the work equipment provided by the company                

About the Company

They are working with a product-centric company that is focused on software design and build to support over a thousand Shopify merchants around the world. This company values customer experience – so much so that they are unparalleled when it comes to the level of customer support that they give both to their merchant clients and industry partners. Their product is the finest marketing platform tool capturing product reliable ratings and reviews, customer photos/videos, and Q&A.

About the Role

As a Customer Experience Specialist, you will be providing customers with five-star customer service through education and problem-solving. Customers will rely on you to answer questions, address their concerns, and help them with a particular product or service. You simply need to know your way around a computer and be comfortable supporting customers through chat and email.

Key Responsibilities and Accountabilities

• Providing basic installations on Shopify Storefronts
• Providing first-level support: assisting customers with general and software-related queries, instruct users on how to use new features and troubleshoot issues that have been reported.
• Coordinating and resolving incidents/troubleshooting and when necessary, escalating them to the development/customer success teams
• Contributing to the maintenance of the internal documentation and customer-facing knowledge base
• Complete essential follow-up documentation after each interaction
• Ensuring merchants have a quick response time by staying on top of your assigned tickets/chats.
• Act as a business coach and think about the merchant's business holistically when offering solutions.
• Actively asks for product review apps
• Coordinate and oversee the installation of the company app for merchants.

About You

You must be someone who knows Shopify!
To blend with the team, you need to be responsible with a high sense of ownership when it comes to tasks. Training will be provided, and we appreciate someone who learns quickly and is not shy to ask questions. As the main provider of customer support, you should be empathic, warm, and engaging. 

Position Prerequisites

• Knowledge with Shopify or related eCommerce platform
• You should have clear and concise written and verbal communication skills, with the ability to engage technical and non-technical users. You should be confident at troubleshooting, debugging, and problem-solving.
• Benefits
• HMO for yourself and one dependent within the first month
• 20 combined SL/VLs per year accrued from day one (you will have 10 accrued once you pass regularisation) 
• 30 minutes early out Fridays (after regularisation, upon completing all your tasks for the week, and if you are on time during the week)
• Birthday cake on your birthday
• Shift Time
• Must be amenable to work on shifting schedule (Work from Home)