Customer Loyalty Associate for Back Office - Manila, PHBalsam International

Company Description
Balsam Brands is a multi-brand e-Commerce retailer with roots in holiday and home décor. Based in Silicon Valley, the company operates market-leading website such as www.BalsamHill.com. strive for excellence in everything we do and have been honored to receive the following awards as a result:
Forbes: America's Best Small Companies (2016)
Inc. 5000: America's Fastest Growing Private Companies (2012, 2013, 2014, 2015)
San Francisco Business Times: Fast 100 - Fastest Growing Bay Area Companies (2012, 2013, 2014, 2015)
Silicon Valley Business Journal: 75 Fastest Growing Private Companies (2012, 2013, 2014, 2015)
The company's outward focus on building trusted consumer brands along with its internal focus on excellence and being a great place to work have propelled it to consistent, rapid growth.
Job Description
Balsam Brands is looking for Customer Loyalty Associate for Back Office to join our seasonal Customer Success team in the Philippines. The CLA for Back Office will work closely with the entire CS team to deliver excellent customer experience by completing processes behind the scenes. Our ideal candidate is someone with excellent attention to detail, data entry skills, English written skills, strong analytic capabilities, and has a fast, proactive learner's attitude. Retail Customer Service experience is preferred.
What you'll be doing:
Deliver excellent customer experience across different brands by meeting various Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Effectively handle Back Office tasks such as refunds, approvals, and creating warranty orders while representing the brand and its values.
Send email notifications to customers regarding any requests done from our back-end.
Make reasonable decisions with case tasks based on the provided guidelines and the supervisor's guidance.
Communicate with CS teams across geographies and immediate support in resolving complex cases and tasks.
Ensure that all replacement orders are created/updated on the back-end system, as required.
Deliver tasks and projects assigned by the Team Leader and/or Supervisor.
What you bring to the table:
College level or Graduate of Senior High School.
At least one (1) year of relevant work experience (Customer Service, Business Correspondence, Corporate Communications or Writing).
A rational decision-maker, process-oriented, and understands that customers can make or break a business.
Comfortable in learning and working through a task in various technology-based systems via electronic means such as Salesforce, Volusion, Slack, Zoom, email, chat, and online project management applications.
Outstanding organizational, time management, and communication skills to prioritize daily work in a fast-paced environment.
Exceptional attention to detail and proven data entry skills.
Excellent written English is required, including grammatical accuracy.
Strong analytical and problem solving and critical thinking skills.
Basic knowledge in MS Office programs, particularly MS Excel, and shared Google documents.
Secures the confidentiality and safety of all company files and information.
Experience working remotely is a plus.
Our must-haves:
Must be residing within Metro Manila, Bulacan, Cavite, Laguna, Pampanga and Rizal areas only.
Applications of past seasonal hires who relocated outside of our allowed areas will be evaluated based on their current location and their performance during their time in Balsam.
Must be willing to attend virtual training starting on the 2nd week of October 2020.
Must have a dedicated, functional laptop that meets the following specifications:
For Windows users:
OS Windows 7 - 64 bit or higher
Processor: Intel or AMD Dual Core with 2.0 GHZ up, Intel Core i3 or better
Working MS Office 365 or any version
RAM/Memory: 4GB or higher
Storage: 128 SSD or 250GB HDD or higher
For Mac users:
Processor: Intel Core i3/i5/M series
Updated Mac OS
Working MS Office 365 or Apple built-in apps
Memory: 4GB or higher
Storage: 128GB or higher for SSD, 250GB+ for HDD
Must have a dedicated back-up laptop or desktop for use, if primary laptop or desktop encounters issues.
Must have a fast, reliable DSL, Fiber or Broadband connection (not mobile or broadband stick) as the primary internet connection with a minimum and dedicated actual speed of 5MBPS. Proof of subscription will be required.
Must have a back-up internet connection of the same speed, if primary connection becomes spotty. (Pocket Wi-Fi and Mobile hotspot with at least 5 Mbps)
Must have contingency plans in the event of any power outage or related circumstances.
Must be willing and able to work mostly on the graveyard shift, shifting or a fixed schedule and amenable to changes in work schedules depending on business needs. Shift adjustment requests will not be accommodated.
Must not have any planned trips or long vacations between October to December 2020, especially during the holidays.
Note: Online assessments will also be part of the recruitment process.
Status: This is a contractual, home-based job that requires a scheduled eight (8) hours of full-time, dedicated work daily, five days a week. Paid overtime may be required. If performance is up to standard, the contract will be effective from October to December 27, 2020.
Location: Our corporate offices are based in Northern California with a Regional Operating Headquarters (ROHQ) in the Philippines. The Customer Loyalty Associate for Back Office - Office is a remote working position in Manila. Team members in the Philippines are ideally located within easy driving distance to Metro Manila for occasional team meetings and trainings. They have a great working environment at home with at least 5MBPS internet connection speed. Company executives visit the Philippines regularly so team members attend in-person meetings from time to time.
Qualifications
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Additional Information
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SmartRecruiters

Metro Manila
Permanent
Full-time