Requirements and responsibilities
Principal Duties & Responsibilities:The Customer Care Associate is responsible for providing product and service information and resolving product and service problems of the clients and brands that etaily supports. The job of a CSR includes but is not limited to clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. A key expectation is to have the flexibility to handle multiple channels and switch between B2B and B2C functions.Job Responsibilities:Coordinate and report directly to the CS Manager.Professionally handle high volumes of incoming customer inquiries (calls, emails, chats, social media, back office, and other B2C/B2B channels).Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers regarding products and services where applicable.Resolve customer issues via one-touch resolution guidelines and/or escalated processes.Maintain a balance between company policy and customer benefit in decision-making.Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.Demonstrate the company culture through both behavior and attitude.Performs other duties or responsibilities as assigned.Job Qualifications:Minimum of 1-2 years handling Customer ServiceWith Omni-Channel Experience (Chats, Emails, Phone, Social Media)At least 15Mbps- amenable to joining video calls lasting for an hour or two. Must have own laptop/desktop.Must be amenable to working under the pressure and stress of a startup company.About EtailyAt Etaily, we are re-imagining retail every day. We are proud to reach millions of consumers and have developed us as the home of Lifestyle and FMCG brands. We provide powerful end-to-end, data-driven, and tailored services that solve years of frustration among leading retail brands in bringing their businesses to the 21st century.Our culture is fast-paced and unique, and we recognize great achievements with great rewards. To support our ambitious growth, we are looking for commercially astute, ambitious individuals who can bring fresh and innovative thinking to Etaily and drive us forward on our inspiring journey. Etaily believes in the power of meritocracy. We invest in the development of our people to help everyone achieve their full potential.Be part of our missionWe’re looking for passionate people to join us on our mission. We value flat hierarchies, clear communication, and full ownership and responsibility.Benefits includeQuality-driven environmentCompetitive compensationHealth InsuranceCompany-wide RecognitionMental Health ProgramGreat company culture
Optionally, you can add more information later (benefits, pre-screening questions, etc.)