Customer Service Representative

3 weeks ago


Piscataway, New Jersey, United States FOCO Full time
About FOCO

FOCO is a leading manufacturer of sports and entertainment merchandise, offering a wide range of products from collectibles to promotional memorabilia. Our company is built on innovation, with a focus on bringing fresh designs and manufacturing techniques to the market.

Job Summary

We are seeking a passionate sports fan to join our team as an On-Site Customer Service Representative. In this role, you will provide exceptional support to customers, ensuring their inquiries and issues are resolved promptly and effectively. Your ability to connect with customers and represent our brand values will play a crucial role in maintaining our reputation for excellence.

Key Responsibilities
  • Customer Support: Assist customers with inquiries via chat, email, and phone, addressing questions about products, orders, and policies via Zendesk and ensure tickets are answered on-time and with excellent customer service.
  • Problem Resolution: Handle customer complaints and issues with empathy, working to resolve them swiftly and efficiently to ensure customer satisfaction.
  • Product Knowledge: Maintain a strong understanding of our product line to provide accurate information and recommendations to customers.
  • Order Management: Process orders, returns, and exchanges in a timely manner, ensuring all transactions are accurately recorded and communicated to the customer.
  • Feedback Collection: Gather customer feedback to help improve our services and product offerings and communicate insights to the management team.
  • Team Collaboration: Work closely with other departments, such as sales and logistics, to ensure a seamless customer experience.
  • Brand Representation: Uphold the company's values and mission in every customer interaction, promoting a positive and professional image of the brand.
Qualifications
  • 2+ years of customer service experience
  • Experience with Zendesk and Shopify is REQUIRED.
  • High school diploma or equivalent
  • Fluency in English
  • Strong communication skills, both verbal and written.
  • Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
  • Proficient in using customer service software and Microsoft Office Suite.
  • Passion for sports and a good understanding of our product offerings is a plus.
  • Must be able to pass a background check.
  • Flexibility to work various shifts, including weekends and holidays.
What We Offer
  • Competitive salary and benefits package.
  • Opportunity to work in a vibrant, sports-focused environment.
  • Climate Controlled office setting.
  • Career growth and development opportunities.
  • Employee discounts on our products.
  • A supportive team culture that values collaboration and innovation.


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