sr. Customer Service RepresentativeSparkPod

Sr. Customer Service Representative - Amazon
Remote, Full-Time
About SparkPod
Want to join a team of creative geniuses committed to creating innovative showerheads? SparkPod is on a mission to own the showerhead industry by creating showerheads that transform the shower experience. Our objective is clear: we want to bring the highest value with every showerhead we bring to the market. We hire remarkably smart and driven individuals that collaborate and thrive on building a company that is disrupting the way showerheads are being sold online. If this is you, let's talk.
The Role
We're looking for a Senior Customer Service Representative who will be responsible to provide an exceptional customer service experience that will WOW our customers. This is one of the most important roles at SparkPod as the candidate will be the face of the company. That is why it is crucial that it is done with the utmost care and integrity. The ideal candidate is someone who is on a mission to constantly improve our customer service experience.
Here's what you'll do:
Respond to Customer Inquiries via Amazon Seller Central, Email, Walmart, Facebook Messenger and Hotline
Follow up on customer's communication till the closure of the issue
Have a minimal number of open cases
Process refunds and create a fulfillment order via Amazon, Shopify and Walmart
Communicate with the Warehouse to send spare parts to customers
Monitor both negative and positive product reviews and prepare a daily count for each product
Monitor and analyze customer reviews to send to the Quality Assurance team to improve the product
Request feedback from customers as to the reason behind the issue and send this information (product defect images, etc...) to the Quality Assurance team
Settle negative customer experiences by contacting the customers via the best available channel to make things right
Email customers who placed a negative seller feedback in order to resolve his/her issue and then requesting Amazon to remove the negative seller feedback
Check for Hijackers and send a "Cease and Desist letter" immediately when a Hijacker is found
Check all Amazon product listings daily for any changes to the title, bullet points description, and images
Prepare the orders/fulfillment sheets for every channel and bring the needed changes in order to have a clean customer database
Document daily activities on video and flowcharts in order to train future hires
When Required:
Research product reviews for product development: Go over potential product's reviews in order to gather important information on the product's pros and cons
Research new strong potential products according to preset categories
Assist management to provide reports upon request
Requirements
Who are you?
Have 4+ years of experience in eCommerce customer support
Have Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
Team player with a positive attitude
Highly organized and have efficient time management skills
Have a strong grasp of the English language and a rich vocabulary
Demonstrates interpersonal skills with a diverse customer base
Demonstrates conflict resolution, negotiation, and de-escalation skills
Demonstrates ownership to resolve challenging customer issues, escalating when necessary
Able to determine customer needs and provide appropriate solutions
Experience working in the Amazon channel a plus
Higher education qualification in any discipline is a plus
Benefits
Why join SparkPod?
Work in the US market with a talented team on an exciting mission
Annual bonus
Paid vacation
Flexible working hours
Company-sponsored learning and professional development
Workable

Metro Manila
Permanent
Full-time