IT Technician (Zendesk Experience)

Position Title: Customer Service Representative/IT Helpdesk

MUST HAVE EXPERIENCE WITH ZENDESK

Schedule is 7am to 4pm, must be open to overtime.

Our Client is a global leader in the design, sourcing, manufacturing and distribution of apparel with a diverse portfolio of owned, licensed and private label brands is seeking an experienced eCommerce Customer Service representative to join our Perris, California based team.

The eCommerce Customer Service Representative will support by facilitating ordering, return, delivery and general customer service requirements of our customers. Responsibilities:

  • Respond to Customer Inquiries: Handle customer inquiries through phone, email, and chat, providing accurate and timely responses.
  • Order Assistance: Assist customers with placing orders, processing returns, exchanges, and cancellations.
  • Product Knowledge: Maintain comprehensive knowledge of the product catalog to answer customer questions and provide recommendations.
  • Issue Resolution: Resolve customer issues related to payment, shipping, account management, and product concerns, escalating to higher support when necessary.
  • Technical Support: Provide basic technical support for website navigation, account access, and payment processing.
  • Order Tracking: Help customers track their orders, provide updates on shipping status, and manage any delivery-related concerns.
  • Upselling: Identify opportunities to upsell products based on customer needs and preferences.
  • Feedback Collection: Gather customer feedback and share it with the team to improve service and product offerings.
  • Adherence to Policies: Ensure compliance with company policies, procedures, and quality standards in all customer interactions.
  • Multitasking: Efficiently manage multiple customer inquiries at once while maintaining high levels of service. Team Collaboration: Work closely with other team members to ensure seamless customer service.
  • Performance Goals: Meet or exceed performance targets related to call handling time, customer satisfaction, and issue resolution.
  • Continuous Learning: Stay updated with new products, services, and policies to provide accurate information and support to customers.
  • Empathy and Patience: Exhibit empathy, patience, and understanding when dealing with customer concerns, ensuring a positive customer experience.

Requirements:

  • High school diploma or equivalent required.
  • Previous call center customer service experience.
  • Strong verbal and written communication skills.
  • Basic typing skills.
  • Problem-Solving Skills.
  • Strong computer knowledge, including MS Office applications.

Zendesk experience preferred.

Pay: From $18.00 per hour

Application Question(s):

  • Are you bilingual in Spanish /English?
  • Are you open to an onsite opportunity?
  • Are you familiar with Zendesk?
  • Have you worked with Ecommerce, Logistics, or Distribution companies prior?

Work Location: In person

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