Customer Service Representative

Job Overview
We are seeking a dedicated and personable Customer Service Representative to join our team. This role involves providing exceptional support to clients, handling inquiries, and ensuring a positive customer experience.

Duties

• Respond promptly and professionally to customer inquiries via phone, email, or chat channels
• Provide accurate information about products and services, assisting with order processing and issue resolution
• Handle outbound calling to follow up with clients and promote additional services or products
• Maintain detailed records of customer interactions using data entry skills and CRM systems
• Assist with client support tasks such as troubleshooting issues and providing solutions
• Demonstrate excellent phone etiquette and communication skills to ensure customer satisfaction
• Collaborate with team members to improve service processes and client experiences

Requirements

• Proven experience in customer support, call center roles, or client services preferred
• Strong communication skills, including active listening and clear articulation in English; bilingual or multilingual abilities are a plus
• Proficiency in Microsoft Office applications and general computer skills
• Ability to perform data entry accurately and efficiently with good typing speed (minimum required)
• Experience with outbound calling and sales techniques is desirable
• Excellent phone etiquette and interpersonal skills to handle diverse customer interactions professionally
• Strong analysis skills for assessing customer needs and providing appropriate solutions
• Ability to work well under pressure, multitask, and manage time effectively
• Prior experience is advantageous but not mandatory
• Assist customers with a variety of transactions through a seamless and friendly experience. You are the face of our brand.
• The ability to effectively build relationships with customers, peers, and leadership.
• Proficiency in multiple operating systems, Microsoft Office, and Google Drive.
• Experience with Shopify, ZenDesk, Dropbox, and Asana, etc..
• Clear, effective communication and strong interpersonal skills.
• The ability to prioritize multiple tasks in a fast-paced environment.
• Accountability, initiative, and a strong sense of ownership.
• Curiosity—and a genuine love for finding the answer
• Ensuring customers feel heard, supported, and taken care of
• Consistency when updating orders across multiple platforms
• Maintaining a calm, solution-oriented tone even during high volume periods
• Prioritizing transparency and follow through so customers trust our process
• Defuse customer situations and provide timely, effective resolutions via phone, email, ZenDesk, Shopify chat, and social media chat.
• Motivate and inspire guests to engage with our subscription packages and our Sip Circle (loyalty program).
• Responding to customer tickets promptly, with care and clarity (bulk of workload)
• Managing Okendo reviews and maintaining our strong customer satisfaction presence
• Handling chargebacks and order issues
• Adjusting orders in Shopify, ShipBob, and all connected systems
• Phone support when calls come in (large time consumption as no one else answers phone calls)
• Preparing occasional returns (1–2 per day at most)

Job Type: Full-time

Pay: From $20.00 per hour

Work Location: In person