Customer Service Representative

3 weeks ago

Las Vegas, United States Gift & Go Full time

Gift & Go is an award-winning SaaS gifting technology platform which enhances the way that companies reward and reinforce customer loyalty. The platform enables companies to build, manage and publish powerful marketing and rewards campaigns, leveraging its access to product, logistical superiority and global footprint of leading retailers such as Amazon Business. We enable businesses to acquire and retain customers via global gifting technology.

We are looking for a Customer Service Representative The candidate will be responsible for responding to first-line client and end-user support queries. Previous experience of working within a start-up team for a SaaS, online marketing or fintech business is highly desired. The successful candidate will be a strong team player with a solid work ethic and solution focused attitude. The candidate will need to have excellent attention to detail and be able to deal with a large volume of work as well as possessing excellent communication skills.

The candidate will report directly to the Head of the department and will be responsible for responding to first-line client and end-user support queries during a period of continued growth. The successful candidate must be a pro-active self-starter with a high attention to detail who will thrive in a start-up environment.

Roles and Responsibilities:

  • Handle customer queries and complaints, provide appropriate solutions and alternatives within pre-defined SLAs; follow up to ensure resolution
  • Managing ticket flow on the Zendesk customer support platform
  • Work directly with suppliers and internal stakeholders for updates on specific orders
  • Work directly with suppliers to organize refunds, returns, credits, and product swaps
  • Processing manual orders for customers on behalf of clients
  • Escalating inquiries to the appropriate team, when necessary
  • Work directly with the operations team to support with additional tasks and projects

Experience:

  • Proven customer support experience or experience as a Client Service Representative for a SaaS, Fintech or Online Marketing business is highly desired for this role, minimum 1 year experience.
  • Previous experience of working for a customer loyalty / rewards / benefits / e-commerce business in a Customer Service capacity is highly desirable.
  • Previous experience of working for a technology startup is highly desirable
  • Experience in the gaming / gifting industries is a bonus
  • High level of proficiency and experience in MS Office (word, excel, powerpoint)

What we offer:

  • Opportunities for professional growth and development within a rapidly expanding company
  • Collaborative and supportive work environment
  • Full time position (weekend work may be required, with days off in lieu during the week)
  • Paid holiday and vacation time off
  • 401K contributions
  • Health insurance
  • Birthday day off

At Gift & Go we embrace diversity and are committed to creating an inclusive and supportive work environment. As an Equal Opportunity Employer, we make all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, or any other characteristic protected by law.

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