1st Line Customer Service: Email Support

IHeartFruitBox is an established online fresh tropical fruit retailer based in the United States (Miami, FL). It is often hard to find fruits native to regions outside your own and finding trusted sources can be quite difficult. We are here to change that. We are passionate about fruit and ship fresh tropical fruits within the US and to Canada. As we are growing, we are currently looking for a Customer Service Team Member to join our Team part-time so that we can assist our customers faster. As a 1st line Customer Service Representative, you will be tasked with: • Responding to customer emails answering their questions based on provided FAQ’s and Training; -Escalating more complicated emails to the Customer Service Manager and sending a first reply to the customers; • Replying to text messages as per the established procedures that will be provided; -Sending out email notifications to verify the shipping address and possible fraudulent orders; keeping track of the replies and updating the address in the system/confirming the orders as correct or escalating fraudulent orders accordingly; -Reaching out to customers who added negative reviews to ask for more details about their experience with us and offer them a solution in coordination with the Customer Service Manager; • Organising and maintaining email inbox in alignment with pre-set folders/tags. We are looking for someone who has the following characteristics: • Experienced and proficient communicator; • Able to follow guidelines with low margin for error; • Fluent (native or advanced) in English; -Learns fast; -Has experience in email support; -Can follow instructions; -Is able to accept feedback; -Is an experienced user of Gmail and Freshdesk; -Is familiar with fresh tropical fruits (please, see our website to learn more about the fruits that we offer). We are looking to hire a new Team Member to cover the below: 20 hours per week to begin with (might be full-time if the volume grows); 4 hours per day, Monday-Friday within the EST business hours (from 9am to 1pm EST, fixed schedule). What we offer: - a friendly and professional working environment; - opportunity to grow professionally as a Customer Service Representative; - detailed training and written sources; assistance internally at all times. Due to the nature of the growth of the business and the desire to deliver an inclusive customer service experience we will be looking to permanently hire the most pro-active, consistent and impressive Team Member. When applying for consideration, please take a look at our website and let us know which of the fruits is your favorite and why. We would also require a recommendation letter from your previous Client. Please, note that we will only consider applications that contain the name(s) of the co-owner(s) of the Company. Other applications will not be considered. Shortlisted applicants will be asked to take part in a thorough interview where a series of questions will be asked to examine competence and suitability for the position. Thank you for your interest!