Remote Customer Service Representive - Social Media and Email
ChocZero
Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10), SBT (UTC +11), GMT (UTC +0), CET (UTC +1), EET (UTC +2), MSK (UTC +3), AST (UTC -4), FKST (UTC -3), NST (UTC -3:30)
Join us on our mission to create really good tasting chocolate with none of the junk. As a member of ChocZero, you will help answer our customer inquiries on social media and through our website 5 days a week. We're a customer first brand, dedicated to providing best-in-class solutions and policies for our community and giving them only the best--just like our chocolate!
This work from home role is capable of being filled anywhere in North America or Europe/UK time zones, but fluency in English is a must. Customers will ask a variety of questions, including ones regarding macros and dieting, and the ability to be colloquial and fast-paced with them is needed for authenticity. Hesitation can result in a customer feeling misguided, and while we do provide guidelines and macro replies, we prefer a person first approach where our customer service agents are commended for moving beyond the macro and into practical solutions for customer problems. What you’ll need:
- Deep passion for being a customer advocate.
- A familiarity with social media platforms and emojis 🫠
- Enthusiasm about chocolate, and a willingness to learn technical details about what it takes to make sugar free goodies
- Flexibility - Schedule and hours may vary to fit the business needs, such as holidays or weekends
- Exceptional organizational skills and grammar
What you’ll do:
- Promote ChocZero and its variety of unique chocolates, as well as maintain the authentic voice of the brand through all engagement: email, SMS, and social media
- Process customer requests in a timely fashion while maintaining accura
- Escalate inquiries and issues when required.
- Manage communications with potential customers, reassuring them as needed of frequently asked questions
- Assist with managing reviews and making sure any review under 5 stars is replied to personally, with customer outreach given
Qualifications
- High School Diploma or equivalent
- A minimum of 1 year in customer service role
- Ability to clearly demonstrate exceptional written English skills
- Prove strong problem-solving skills by assessing a problem, researching a solution, and working with a customer to completion
- Outstanding organization and time management skills with attention to detail
- Must work well independently and with a team
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