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Customer Service Representative

4 months ago

Palisades Park, New Jersey, United States ShipDudes Full time
Job Description

Role Description:

We're looking for a Merchant Care Support Agent (Customer Service Representative) to assist our merchants by addressing inquiries and solving issues mainly through phone, email, and chat support. Your role is essential in ensuring a positive merchant experience, by thoroughly researching and swiftly resolving any concerns with empathy, professionalism, and attention. Merchants rely on you as a trusted partner for accurate and prompt assistance.

What you'll be responsible for:

  • Utilizing all available SOPs, tools, and resources to deliver an exceptional merchant experience in every interaction.
  • Managing various workflows, such as case/task handling through incoming calls, callbacks, follow-ups, and providing support via email and chat.
  • Thoroughly researching, documenting, and effectively communicating merchant issues.
  • Building and nurturing strong relationships with Merchants and Partners.
  • Ensuring consistent follow-up on all cases for timely and complete resolutions.
  • Creatively resolving merchant issues beyond standard procedures to achieve positive outcomes.
  • Identifying and escalating critical issues for prompt resolution.
  • Handling multiple applications and resources, including contact management systems and knowledge bases.
  • Communicating efficiently with internal and external stakeholders.
  • Offering feedback to leadership and program teams on processes and trends impacting the merchant experience.
  • Performing any additional duties and responsibilities as required.

Your qualifications:

  • 3+ years of experience in a dynamic merchant or customer support role, demonstrating a genuine care for merchants and a history of successful outcomes.
  • Proven ability to show empathy towards customers, understand their concerns, and provide clear solutions.
  • Strong written and verbal communication skills, with confidence in expressing yourself.
  • Team player who contributes to a collaborative environment, fostering learning and continuous process improvement for our merchants.
  • Effective problem-solving skills: leveraging SOPs and available tools to drive critical outcomes and unique solutions for our merchants.
  • Capability to prioritize, troubleshoot, and resolve issues quickly in high-pressure, time-critical scenarios.
  • Self-motivated individual eager to learn and develop professionally.

Ready to kickstart your journey without delay.