Senior Customer Care Agent/Team Lead in Productech

We "Productive" -Ukrainian team produced in China and sells in America On Amazon, Ebay, Walmart and others. electronics of own brands. In our product portfolio - wireless headphones and columns, air purifiers, body massagers, voice records, accessories. We have been successfully working since 2015, headquarters in Mayami, USA. "Produxytech" enables Ukrainians to earn in the US market, despite the war. That is why we invite to our team experienced Senior Customer Care Agent/Team Lead to be able to grow together.

1. Building and updating the company customer service system:

• Zendesk synchronization settings with all channels of possible appeals (Marketllis: Amazon, Walmart, Ebay, Shopify, Email);
• A deep study of company products, logistics and conditions of guarantee and service for use in the CCD team;
• Setting up and regular updating macros) in Zendesk according to needs (often repetitive issues);
• Organization of Tilets in Zendesk with detailed correct information that will help improve customer products and service; the necessary software products (applications, extensions, programs for calls, scripts, etc.);
• Analytics of types of appeals and search for ways to improve service;
• Monitoring and analysis of Voice of the Customer, products from High Return Rats, promoting the correcting of the situation;
• Checking the correctness of information in listings, instructions and other materials, facilitating the correction of errors or improving the formulations that lead to problems with the use of product, reducing consumer satisfaction. /ul>

  2. Analytics and improvement of ratings and reviews:

  • Analysis of Marketllis Product Rating;
  • Detection of Bad Reviews and Communication with Customers to Clear Possible Causes and Methods new positive reviews of marketplaces. FONT-WIGHT: 400 "> 3. Prompt processing of appeals and comments on Marketllys and Social networks:
    • Checking all the receipts of all appeals to Zendesk (Amazon, Ebay, Walmart, Treblab, ETC ), integration/elimination settings, checking (temporarily) non -integrated platforms from Zendesk manually;
    • the distribution of an appeal between the SSD/Head of CCD agent depending on complexity/urgency, forming a department's work schedule;
    • Providing information/reply to the client to the in writing and in the telephone conversation in English;
    • Checking the canceled orders on Marketllies (Ebay, Walmart, Treblab, ETC);
    • check A-Z Claims and Chargebacks on Amazon in the US;
    • Checking Shopify on Fraud Orders, Cancelting Orders;
    • Further Treatment From Amazon, Paypal Case, NewEgg Case, Ebay Case and All Other Appeals from Playgrounds and through the official site treblab.com ;
    • Operation of voice messages and communication with clients in call mode to provide the necessary assistance and explanations according to the service stantarters. li>

    4. ; FONT-Weight: 400 ">

  • Assessment of the expediency of returns/destruction of goods with defects and creation of Return Labels;
  • To control the receipt of returned goods to a warehouse for subsequent replacement of goods or refund;
  <. l> processing of verified returns from clients: a decision to return money for goods or replace goods;
  • fulfillment of full/partial refunds (refunds) of the value of returns to customers;
  • Creation and maintenance to send replacement (replacement) to a logistics specialist. FONT-Weight: 400 "> 5. Using a customer base to promote sales:
    • Special offers;
    • Targeted proposals in continuing cases;
    • selling accessories and spare parts; Ccd;
    • to evaluate NPS.

    6. Division reporting:

    • A weekly report on the department of the department on sales meting;
    • Preparation of reports: on the cost of RM, on CM Returns, CCD sales, technical defects in the Tilek. /

    7. CCD personnel management:

    • Installation and Monitoring of the KPI Department and Employees;
    • November Onboarding;
    • Development of Service Standards, Regulationment of compensation and replaims;
    • staff training and development. Weight: 700 "> We expect you to have:
      Customer Care from 2 years on Amazon and other Marketllus in the US/Europe < b>, not less than Senior CCD Agent/Team Lead - at least 6 months;
      • Knowledge of Amazon politicians and rules in the field of customer service; online platforms (position involves working in various applications, admins of trading platforms, databases);
      • Technical literacy (Google Sheets, use and settings for Zendesk, Email, AI programs, AI. Tools);
      • English level-confident uprmediate and above (Advanced Writing, Fluent Speaking), a big plus will be knowledge of modern slang, work experience/communication with Native Speakers.

      we offer:

      • A worthy bet with a bind to the $;
      • Monthly Bonus on Cris after successful passing term;
      • Remote work format;
      • Ability to work in the US market;
      • be involved in the success of the company and gain access to our examination. FONT-Weight: 400 "> Facts about us:
        • We are a competent team: we all have a common desire to be professionals and a focus on the result;
        • we are open and ready to support each other;
        • > We sell at 19 top sites in the United States, including Amazon and Shopify;
        • We have 4 own electronics brands, 43 goods in 7 different categories;
        • Our products are included in the TOP-100 sales in their categories;
        • Since 2015, more than 1 million goods under the Treblab brand;
        • we are written about American Forbes, BBC, CNN, CNET, Mashable.
        <. /ul>

        Interested in vacancy? Send your resume and we'll answer within 3 days.