Head of Customer Care (Support) Department in Productech

We are "Productech" - a Ukrainian team that produces in China and sells in America on the websites of 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 with "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 growing together.

We expect you and the team to help the business achieve strategic goals in terms of sales and margins building loyalty to brands, products and the company as a whole through the formation of a high level of satisfaction with the quality of goods and services, as well as building long-term mutually beneficial relationships with customers and stimulating repeat orders.

Functional duties:

1. Building and updating the company's customer service system:

• ZenDesk synchronization settings with all possible access channels (marketplaces: Amazon, Walmart, eBay, Shopify, social networks, 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;
• configuration and regular updating of response templates (macros) in ZenDesk according to needs (frequently repeated questions);
• organization of ticket filling in ZenDesk with detailed and accurate information that will help improve products and customer service;
• selection and support in the working condition of the necessary software products (applications, extensions, call programs, scripts, etc.);
• analysis of types of requests and search for ways to improve service;
• 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 improving formulations that lead to problems with product use, reduced consumer satisfaction.

2. Analytics and improving ratings and reviews:

• analysis of product ratings on marketplaces;
• identification of bad reviews and communication with customers to clarify possible causes and ways to correct the situation;
• incentive/organization of publication new positive reviews on marketplaces.

3. Operational ohandling of requests and comments on marketplaces and social networks:

• verification of receipt of all requests to ZenDesk (Amazon, eBay, Walmart, Treblab, etc), integration setup/troubleshooting, checking (temporarily) non-integrated ZenDesk platforms manually;
• distributing access between CCD agent/Head of CCD, depending on the complexity/urgency, forming department work schedules;
• providing information/answers to the client in writing and by telephone 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;
• checking comments on social media messages, responding to them;
• further processing of appeals to Zendesk at based on developed templates: Amazon messages, Amazon return requests, PayPal cases, NewEgg cases, eBay cases and all other requests from the trading platforms and through the official website treblab.com;
• processing of voice messages and communication with customers in the call mode to provide the necessary assistance and clarifications in accordance with the 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 returned goods to the warehouse for the next replacement of the goods or refund;
• li> processing of verified returns from customers: decisions on refunds for goods or replacement of goods;
• implementation of 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 to stimulate sales:

• mails with special offers;
• targeted offers to continue solving cases;
• sale of accessories and spare parts;
• carry out service evaluation CCD;
• conduct 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 expenses, on CM Returns, on CCD sales, on technical defects from tickets.< /li>

7. Personnel management of the CCD department:

• establishment and monitoring of KPIs of the department and employees;
• onboarding of newcomers;
• development of service standards, compensation and replacement regulations;
• training and staff development.

We expect you to 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 not lower than senior CCD agent/Team lead - not less than 6 months;
• knowledge Amazon's policy and rules 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);
• English level - 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 rate with a link to the $ rate;
• monthly bonus on CPIs after successful completion of the trial period;
• remote work format;
• li>
• the opportunity to work in the American market;
• to be involved in the company's success and to 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 USA, including Amazon and Shopify;
• we have 4 own electronics brands, 43 products in 7 different categories;
• our products are in the TOP-100 sales in their categories;
• since 2015, we have sold more than 1 million products under the TREBLAB brand;
• they write about us American Forbes, BBC, CNN, CNet, Mashable.

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