Customer Service Associate

TKEES lives at the intersection of traditional wholesale, retail and cutting edge e-commerce. For TKEES, cutting-edge doesn't just mean technology, but it is how we look at customer experience as a whole. We work and collaborate with some of the best teams around to deliver an experience second to none, and we need your help to make it even better.

TKEES isn’t just a brand. You’re not working for a company, you’re joining a family.
We care about what you’re making for lunch tomorrow, your favourite vacation destination, and the amazing date you had last week. We care about the little things. We care about the details. We care about work not being a chore.

So, you could work somewhere else, but why would you?

Position Type: Full-Time, Remote

Overview
At TKEES, amazing service is at our core. A great relationship with our customers is essential to our long-term success and company growth.

In this role you will be the voice of TKEES to our customers, and a key member of our daily operations team. You’ll do everything from answering customer inquiries to working with teams across the company to identify trends and resolve issues.

We’re looking for someone who loves interacting with customers, has great communication skills, and the problem solving skills to deal with a range of issues quickly without getting overwhelmed.

Some issues are quick and straightforward complaints, others are new and require problem solving, a deep understanding of our product and systems, and close interaction with our digital marketing teams.

Responsibilities

Customer Interaction:

● Respond promptly to customer inquiries through various channels, including email, chat, and social media.

● Provide accurate and detailed information regarding product features, pricing, promotions, and shipping status.

● Offer personalized assistance to enhance the overall customer experience.

Order Management:

● Process and track customer orders, ensuring accuracy and timeliness.

● Collaborate with other departments to resolve any order-related issues and discrepancies.

● Assist customers with returns, exchanges, and refunds, following established policies.

Product Knowledge:

● Stay informed about the latest trends and features of our footwear products.

● Clearly communicate product details, sizing information, and care instructions to customers.

Problem Resolution:

● Address and resolve customer concerns and complaints in a professional and empathetic manner.

● Collaborate with the team to escalate complex issues to higher levels of support.

Documentation:

● Maintain accurate and detailed records of customer interactions, feedback, and resolutions.

● Contribute to the development and updating of customer support knowledge base materials.

Collaboration:

● Work closely with other team members and departments to ensure a seamless customer experience.

● Share insights and feedback from customers to contribute to continuous improvement.

Requirements

Experience:

● Previous experience in customer support or a related field is preferred but not mandatory.

● Familiarity with e-commerce platforms and customer relationship management (Shopify, Zendesk) systems is a plus.

Skills:

● Excellent communication skills, both written and verbal.

● Strong problem-solving and decision-making abilities.

● Ability to work independently and collaboratively in a remote team environment.

● Basic computer skills and proficiency in using customer support tools.

Attitude:

● Customer-focused with a positive and patient demeanor.

● Eagerness to learn and adapt to new processes and technologies.

How to Apply:

Please submit your resume and a cover letter detailing your interest and qualifications for this position to jill@tkees.com.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it.

Job Type: Full-time

Pay: $50,000.00 per year

Schedule:

• Monday to Friday

Work Location: Remote

Application deadline: 2024-02-29
Expected start date: 2024-03-04