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Customer Service Representative (m/f)
Smash Commerce is one of the leaders in eCommerce world.
We're a team of 15+ people living and working remotely in different countries. We're working hard to build a diverse and collaborative team that can solve hard problems and build products we can be proud of.
Our brands are trusted by millions of people across the US, UK, Germany, France and Italy. Over the course of 5 years, we’ve challenged convention, led innovation, and helped shape culture.
We believe in finding small but meaningful ways to improve lives.
We believe that with the right tools, you can have big impact with less hassle.
We provide branded products of superior quality and value that improve the lives of the world’s consumers. Some of our most successful and hailed as the best home and kitchen products are Spiralizer (www.spiralizer.us); Mueller (www.muellerdirect.com) and PurSteam (www.pursteam.com).
Our Values reflect the behaviors that shape the tone of how we work with each other and with our partners. And Our Principles articulate our unique approach to conducting work every day.
Our Values are:
Integrity- We always try to do the right thing by being honest and straightforward with each other and our partners.
Ownership- We accept personal accountability to meet our business needs, improve our systems and help others improve their effectiveness.
Leadership- We lead with responsibility. We have a clear vision of where we are going and we are focused on achieving leadership objectives.
Trust- We respect each other and have confidence in each other’s capabilities and intentions.
We value differences and believe that all individuals can and want to contribute to their fullest potential.
We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.
We believe in a safe, welcoming, and inclusive environment.
We only do work and only ask for work that adds value to the business. We simplify, standardize, and streamline our current work whenever possible.
We believe it is the responsibility of all individuals to continually develop themselves and others.
We encourage and expect outstanding technical mastery and excellence.
We learn from both our successes and our failures.
We create and deliver products, packaging, and concepts that build winning brand equities.
We develop close, mutually productive relationships with our customers and our suppliers.
We build superior relationships with all the parties who contribute to fulfilling our purpose, including our customers, suppliers, and employees.
Competitive salary (we don't use remote as an excuse to pay less).
8 weeks paid leave for new parents of biological or adopted children.
2 weeks paid vacation after 6 months with us.
4 PTOs (Private Time Off) per year.
Six US Federal holidays off
You're empathetic to users and can easily put yourself in their shoes. You realize that not everyone has the same skill set and that smart people sometimes make mistakes. You make customers feel empowered after interacting with support and not stupid because of a small mistake.
You obsess over the details. Maybe you have one emoticon and one exclamation point rule of thumb for every email. Maybe it's only two sentences per paragraph. Either way, you make sure each word and each punctuation mark make the customer delighted to work with you.
You love solving problems. Every customer is different, many times radically so. You relish being able to meet their specific needs, and also solving their problems that may have gone unsaid.
You love to write. Almost everything at Smash Commerce is done via written communication (both with customers and between teammates).
You're persistent. Support at Smash Commerce is much different than at many other companies. It often involves researching technical nuances of the products or programs we support. You love the opportunity to solve new problems every day and won't give up when you don't know the answer right away.
You love doing things efficiently. At Smash Commerce, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.
You love to set your own course. At Smash Commerce, we have team meetings every month and then we go make things happen. You get to make things happen without someone saying so.
We believe giving the best support to our customers is important. For that reason, we only consider candidates who want to dedicate at least the next year or two to giving great support to Smash Commerce customers.
Things You Might Do
Smash Commerce is a small, fast-growing, and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably do:
Help customers via email or chat or phone to ensure they have the best experience possible (teammates tend to send 60+ emails every day), troubleshooting their problems and answering their questions.
Write documentation to help users help themselves.
Work with the product team to build tools that will speed up and increase the quality of support at the
Additional Required skills:
Must be fluent in English including a high-level of proficiency, comprehension, oral and written skills in the English language
At least one year of customer service experience
Time Management; Ability to multi-task including answering multiple phone lines, prioritize emails, and instant messages
Experience with Amazon Seller Central, MS Office Suite, and Google Sheets
Clear and professional communication skills, ability to maintain composure, and positivity
Reliable internet and computer access