Customer Service – Remote Jobs

Job Type: Customer Service from home
Location: New York work from home
Company: WMG

Position Description and Responsibilities:

• Answer daily HelpSpot tickets from customers (status of shipment, order tracking, general payment processing issues, PIN Code Redemption, product and promotions).
• At the request of the consumer, cancel or stop processing the order.
• Organize returns (refund or exchange).
• Non-standard issues should be documented in BaseCamp for information and/or guidance on how to manage inquiries.
• tickets are escalated in accordance with standardized standard operating procedures.
• Orders for Replacement Keys
• Helpspot’s main queue is regularly maintained (spam, merge etc).
• Support the e-Commerce department’s Customer Service department.
• Create standard responses and keep knowledge bases up to date using HelpSpot.

Required abilities/competences:

• strong ability to solve problems
• A customer-focused mindset
• the capacity to manage many projects and multitask across different priorities.
• a capacity for both autonomous work and teamwork.
• Possibility of working some nights, weekends, and holidays.
• Excellent listening and communication skills, both in writing and verbally.
• Strong attention to detail, excellent time management, and follow-up and organizational abilities with the ability to prioritize work.

Particular prerequisites or preferences:

• extensive understanding of retail sales, distribution, inventory management, and marketing concepts.
• the capacity to meet deadlines in a time-constrained setting in a kind, helpful, and effective manner.
• ability to explain to customers the proper company policy.
• An advantage would be having knowledge of HelpSpot or Magento.