Founded in Singapore in 2013, Castlery is an online furniture brand that creates its own distinctive, quality furniture designs and offers them at accessible prices via a seamless, fuss-free experience for the modern furniture shopper. Since then, we have grown into overseas markets like the United States and Australia.
As an e-commerce tech start-up, we move decisively on insightful data and leverage on technological solutions to supercharge our operations. We combine our individual passions and skills to create innovative work that is as exciting and unconventional as the business itself. It is a place where all ideas are listened to; where brainstorming means job titles get left at the door and where a self-starter can really make their mark.
If you are eager to make an impact at a fast-growing technology company and you have a passion for moving the needle, come join us!
Job Responsibilities
Our Customer Experience Team seats globally across the US, Australia, and Singapore, and as part of our team in the United States, your role as a Customer Service Representative will be to provide a great eCommerce shopping experience for Castlery’s customers. This will be a Remote/Work-From-Home position, and you will be reporting to a Customer Experience Manager (based in Los Angeles, CA). Your responsibilities are as per below.
- Servicing our customers for various issues through emails, phone calls, and live chat.
- Meet customer satisfaction, efficiency metrics, and issue resolution targets, exceeding customer expectations, building customer loyalty, and taking advantage of sales opportunities when appropriate.
- Tracks proposed resolutions and follow-up with customers on time and working towards preventing similar problems from occurring.
- Develop and maintain a vast knowledge of Castlery’s products and latest offerings.
- Collaborating with internal teams (Marketing, Product, QC, etc.) to improve the customer experience, and ensure a feedback loop.
- Generating and monitoring performance reports to achieve higher customer satisfaction.
Requirements
- Fluent English with excellent communication skills, both written and verbal
- At least 2 Years of working experience in the related field is required for this position.
- Experience working with Zendesk and/or a similar ticketing system is highly advantageous.
- A successful track record working in a high-volume environment.
- Able to solve problems by thinking analytically and creatively.
- Familiar with the latest e-commerce trends.
- Ability to empathize with and prioritize customer needs.
- Exude patience and ownership with each customer.
- Ability to determine customer needs and provide appropriate solutions, setting expectations with customers.
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