Customer Service Representative
Budget: $15 – $25 USD
Looking for customer service assistants able to work in PST time
We are a boutique fitness marketing company and we're looking for a customer service rep that can meet the needs of our customers. We're looking for someone that is available Monday to Friday. You must be able to solve problems and ensure our customers are happy.
*All questions/messages are answered by end of day. A question never goes unanswered for more than 24 hours except over the weekend. We have an auto responder set up for that situation.
*We keep documentation of all of our scripts and add to the scripts when we see something out of the ordinary in case we encounter it again.
Our prospective members would rate us highly after a ticket is resolved/question is answered.
We see prospective customers referring their friends.
Sales are being driven through our responses in these areas.
We check the website and respond to customer service requests and comments and help point members in the right direction.
We save all positive website messages and turn them into Testimonials using Thrive Ovation.
There is a 24 hour turn-around time from the CS team in Zendesk. Aside from weekends.
The goal is to have 0 unopened tickets at the end of each day meaning every ticket has been responded to. If we cannot solve the ticket, we've communicated with the customer using the sunset rule.
We want to use LESTER when responding and always refer back to the scripts to ensure quality control.
We have a high, AT LEAST 80%, surveyed satisfaction ticket score.
Sales are being driven through our responses in these areas and people just want to keep buying more.
We want to be solving 30 tickets per day if not all tickets can be gotten to and an issue is raised if we are climbing above this number.
We want to have 80% of tickets solved with one touch.
We know how to read through the support material to find answers and don't push things up unless we have searched ourselves and can't find the answers.
Seeing all customer inquiries/issues through to 100% completion with a focus on impeccable service and seamless representation of the brand
Add reocurring issues to our FAQ page: https://ashleyshaw.ca/faqs/ so we can refer members there when possible
Keeps the tech team informed of website issues or patterns that have a bigger impact on customer service or point to a tech problem
We are a boutique fitness marketing company and we're looking for a customer service rep that can meet the needs of our customers. We're looking for someone that is available Monday to Friday. You must be able to solve problems and ensure our customers are happy.
*All questions/messages are answered by end of day. A question never goes unanswered for more than 24 hours except over the weekend. We have an auto responder set up for that situation.
*We keep documentation of all of our scripts and add to the scripts when we see something out of the ordinary in case we encounter it again.
Our prospective members would rate us highly after a ticket is resolved/question is answered.
We see prospective customers referring their friends.
Sales are being driven through our responses in these areas.
We check the website and respond to customer service requests and comments and help point members in the right direction.
We save all positive website messages and turn them into Testimonials using Thrive Ovation.
There is a 24 hour turn-around time from the CS team in Zendesk. Aside from weekends.
The goal is to have 0 unopened tickets at the end of each day meaning every ticket has been responded to. If we cannot solve the ticket, we've communicated with the customer using the sunset rule.
We want to use LESTER when responding and always refer back to the scripts to ensure quality control.
We have a high, AT LEAST 80%, surveyed satisfaction ticket score.
Sales are being driven through our responses in these areas and people just want to keep buying more.
We want to be solving 30 tickets per day if not all tickets can be gotten to and an issue is raised if we are climbing above this number.
We want to have 80% of tickets solved with one touch.
We know how to read through the support material to find answers and don't push things up unless we have searched ourselves and can't find the answers.
Seeing all customer inquiries/issues through to 100% completion with a focus on impeccable service and seamless representation of the brand
Add reocurring issues to our FAQ page: https://ashleyshaw.ca/faqs/ so we can refer members there when possible
Keeps the tech team informed of website issues or patterns that have a bigger impact on customer service or point to a tech problem
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