What are the responsibilities and job description for the Email Support Representative position at Helpware?
Email Support Representative
About Us
Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.
Our US Team is growing and we're looking for experienced Customer Support Representatives to join our Helpware team.
Position Overview:
Fame House is an award-winning global agency with a modern approach to direct-to-fan marketing and e-commerce. They build, manage, and activate online fan bases through a comprehensive service offering. With roots in the music industry, their team works with artists, labels, events, and brands to implement digital marketing, commerce, and social media strategy to drive fan acquisition, engagement, and sales. They grow businesses and monetize audiences through the forward-thinking use of technology. Since 2011, they have been critical behind-the-scenes partners to the most successful players in the music and entertainment industry, helping their clients navigate the ever-evolving world of digital.
The Email Support Representative will serve as the first point of contact to customers and must be focused on providing an excellent customer experience at all times. In addition, this person must have the confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, foster great customer relationships and have the ability to determine when inquiries should be escalated.
Primary Responsibilities:
- Communicate and resolve inquiries with customers via email
- First touch only
- Assist in checking the customer's order status/no refunds/exchanges
- Update customer information
- Other administrative responsibilities are required.
- Keep customer records up to date
- Report recurring issues, trends.
- Prepare and ship customer care packages, gift cards, and other correspondence as needed.
- Responds to customers in a timely and completely respectful manner.
- Treat customers the way they would like to be treated, and strive to always make a positive difference in the customers' lives.
- Uphold the policies of the E-Commerce/Merchandising department as stated in the Customer Care Help Center.
Qualifications:
- Strong written communication skills
- Ability to be patient, express empathy, and concern.
- Independent thinker; able to make meaningful decisions based on each situation.
- Excellent follow-up skills and 100% follow-through on commitments.
- Result and action-oriented, resourceful.
- Strong work ethic, highly motivated, upbeat personality, team player.
- Ability to analyze and report on trends and issues.
- Reliable attendance history.
- Availability to work a flexible schedule, which includes evenings and weekends.
- Strong computer skills; Microsoft Office, Internet search skills.
- Must be able to work 40 hours a week
- Must be able to work on US Time
