Customer Support Representative

3 weeks ago


Honolulu, Hawaii, United States Hawaiian Host Full time
{"ESSENTIAL FUNCTIONS": "Key Responsibilities
  • Assist customers place online orders from our consumer websites through Shopify.
  • Collect accurate customer information, including payment, shipping and billing addresses.
  • Safeguard all private customer and company information.
  • Promptly respond to customer queries in a timely and accurate way, via phone, email, chat, or social media platforms.
  • Immediately escalate serious complaints or issues to proper channels.
  • Follow up with customers to ensure their service issues are resolved.
  • Update our internal databases with information about service issues and useful discussions with customers.
  • Gather customer feedback and share with our Product, Sales, and Marketing teams.
  • Identify customer needs and inform customers about specific features and new functionalities.
  • Assist the eCommerce Team in maintaining detailed documentation related to 3PL fulfillment issues.
  • Communicate with the 3PL Account Manager on all relevant fulfillment issues and customer requests.
  • Document any customer escalations in both Zendesk and Shopify with details on issues and/or outcomes.
Quality Assurance
  • Handles customer complaints by answering calls and responding to voice messages and e-mails in a professional, courteous, and timely manner.
  • Maintains Customer Complaint Log in coordination with Quality Assurance, as well as forwards all food safety-related complaints to the Quality Assurance department.
  • Coordinates product replacement.
"}

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