Head of Customer Care Department in Productech

We"Productech" is a Ukrainian team that manufactures in China and sells in America sites Amazon, eBay, Walmart, etc. electronics of own brands. Our product portfolio includes wireless headphones and speakers, air purifiers, body massagers, voice recorders, and accessories. Successfully operating since 2015, headquartered in Miami, USA.

Cooperation from “Produсtech” gives Ukrainians the opportunity to earn money on the American market, despite the war. That is why we invite to our team an experienced Head of Customer Care Department (CCD) to be able to continue to grow together. 

Functional duties:

1. Building and updating the customer service system companies:

• ZenDesk synchronization settings with all channels of possible appeals (marketplaces: Amazon, Walmart, eBay, Shopify, email);

• deep study of information about the company's products, logistics and terms of warranty and service for use in the work of the CCD team;

• customize and regularly update response templates (macros) in ZenDesk according to needs (frequently repeated questions);

• organization of filling out tickets in ZenDesk with detailed and correct information that will help improve products and servicecustomer harassment;

• selection and maintenance of necessary software products (applications, extensions, programs for calls, scripts, etc.);

• analytics of types of calls and ways to improve service;< /p>

• monitoring and analysis of voice of the Customer, products with high return rates, helping to correct the situation;

• checking the correctness of information in listings, instructions and other materials, helping to correct errors or improve wording that lead to problems with use product, reducing consumer satisfaction.

2. Analytics and improvement of ratings and reviews:

• analysis of product ratings on marketplaces;

• detecting bad reviews and communicating with customers to clarify possible causes and ways to correct the situation;

• stimulating/organizing the publication of new positive reviews in marketplaces.

3. Prompt processing of appeals and comments on marketplaces and social networks:

• checking the arrival of all requests to ZenDesk (Amazon, eBay, Walmart, Treblab, etc), setting up integration/troubleshooting, checking (temporarily) non-integrated platforms with ZenDesk manually;

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• distribution of requests between CCD agents/Head of CCD depending on complexity/urgency, formation of department work schedules;

• providing information/answers to the client's request in writing and in a telephone conversation in English;

• checking canceled orders on marketplaces (Amazon, eBay, Walmart, Treblab, etc);

• checking A-Z claims and Chargebacks on Amazon in the US;

• checking Shopify for fraud orders, canceling orders;

• further processing of appeals to Zendesk based on developed templates: Amazon messages, Amazon return requests, PayPal cases, NewEgg cases, eBay cases and all other appeals from trading platforms and through the official website treblab.com ;

• processing voice messages and communicating with customers in call mode to provide the necessary assistance and clarifications in accordance with service standards.

4. Organization of replacements and compensations for customers (returns & replacements):

• assessment of the feasibility of returns/destruction of defective goods and creation of return labels;

• control of the arrival of the returned goods to the warehouse for the next replacement of the goods or refund;

• handling verified returns from customers: decision to refund the product or replace the product; 

• making full/partial refunds of the cost of returns to customers;

• creating and maintaining the functionality of the system of requests for sending replacements to the logistics specialist.

5. Using the client base for sales promotion:

• mailingswith special offers;

• targeted suggestions in the continuation of cases;" normal; text-decoration: none">

  evaluate the CCD service;

• perform NPS assessment.

6. Reporting on the work of the department:

• weekly report on the performance of the department at the Sales Meeting;

• preparation of reports: on RM costs, on CM Returns, on CCD sales, on technical defects tickets.

7. Personnel management of the CCD department:

• department and employee KPIs;

• newbie onboarding;

• development of compensation and replacement standards;

• learning and personnel development.

We expect what do you have:

• higher education (technical/engineering, IT, English philology will be a plus);

• work experience (written and oral service) in customer care from 2 years, on Amazon and other marketplaces in the USA/Europe, in a position no lower than senior CCD agent/team lead - at least 6 months;< /span>

• knowledge of Amazon policies and regulations in the field of customer service;

• skills for working in accounts on various online platforms (the position involves working in various applications, admin accounts of trading platforms, with databases);

• technical literacy (skills for working in Google Sheets, using and configuring Zen Desk, email programs, AI tools);

• level of English - confident upper-intermediate and above (advanced writing, fluent speaking), knowledge of modern slang, experience of working / communicating with native speakers will be a big plus.

We offer:

• a decent bet tied to the $ rate;

• monthly bonus on KRIs after successful completion of the trial period;

• remote work format;

• ability to work in the American market;

• be involved in the company's success and gain access to our expertise.

Facts about us:

• we are a competent team: we all have a common desire to be professionals and focus on results;

• we are open and ready to support each other;

• we sell on 19 TOP sites in the US, including Amazon and Shopify;

• we have 4 own electronics brands, 43 products in 7 different categories;

• our products are included in the TOP-100 sales in their categories;

• since 2015, more than 1 million products have been sold under the TREBLAB brand;

• American Forbes, BBC, CNN, CNet, Mashable write about us.

Interested in a vacancy? Send your resume and we will respond within 3 days.