Junior Email Support
BPO
- understands empathy is the key to helping others
- exercises strong problem-solving skills
- showcases endless patience and contagious positive energy
- has excellent written and verbal English communication skills
- Is self motivated and thrives working independently.
Responsibilities:
- Engage with Poshmark users regarding dispute cases via email support
- Investigate all aspects of an order and find resolutions for dispute cases filed by buyers
- Respond to users in a timely, friendly, and professional manner
- Execute decisions to fairly resolve disputes following Poshmark’s return policies
- Communicate with Poshmark users in a friendly, helpful, and patient manner via email
- Gather feedback and suggestions from the Community
- Strive to exceed Volume, First Response Time, Resolution Rate and CES (Customer Effort Score) goals
- Flexibility to work on holidays and occasional overtime, as required.
Requirements:
- Overnight shift: 7:30pm/9:30pm/11:30pm Sun-Thurs/Tues-Sat/Fri-Tues
- AUS shift: 3:30am IST Sun-Thurs/Tues-Sat/Fri-Tues
- 0-3 years of equivalent experience in customer service or community support, particularly in e-commerce. Customer service via email using Salesforce or previous support experience dealing with US-Based customers preferred; new college graduates are encouraged to apply
- Strong Macbook navigation and typing skills
- Excellent written and verbal English communication skills, with keen attention to detail
- Willing to work on holidays and provide support over weekends, as required
- Problem-solving mindset with the ability to work independently and as part of a team
- Ability to collaborate and interact with managers and peers primarily from the US office headquarters with professionalism
- Enthusiastic about community, customer service, and spreading love and kindness
- Endless patience and a positive attitude with the ability to turn a negative into a positive.
- Competitive by nature; thrives off the success of a team
- Believes that helping users is crucial to the growth and success of the company
6-Month Accomplishments:
- Independently handle trained cases with efficiency and accuracy
- Provide resolutions based on guidelines and policies
- Meet daily case goals on a consistent basis
12+ Month Accomplishments:
- Navigate assigned Tier cases with ease
- Absorbed tier knowledge without depending on resources
- Meeting and or exceeding all performance metrics