2200 1st Ave S Ste 400
Seattle, WA 98134
(206) 724-0500
Customer Service Representative - Part Time
•6:00 AM to 11:00 AM or 2:00PM to 7:00PM
Job Description:
CSR is responsible for assisting customers to place orders over the phone and resolving issues related to understanding order status, cancelling an order, obtaining a refund or store credit, opting out of marketing e-mails, and general inquiries regarding Zulily. This is accomplished by responding to phone calls and e-mails in a timely manner that addresses the core issue of the customer inquiry. The majority of inquiries should be resolved in the first response.
Responsibilities:
•Answer and processing incoming calls, e-mails and correspondence in a professional and timely manner.
•Address customer needs and requests with a positive and can-do attitude.
•Handle complex customer complaints and questions regarding product quality, delivery, billing, and refund policies.
•Use judgment to find creative solutions to resolve customer issues that fall outside the normal guidelines.
•Ability to accept increased decision making authority in creating solutions for customers.
•Work autonomously to resolve the majority of customer issues without management intervention.
•Meet Key Performance Indicator expectations (average speed of answer, handle time, first contact resolution).
•Expected to maintain targeted Q/A scores to stay in good standing.
•Work with all call center staff in a professional & collaborative manner.
•Perform other duties/projects assigned from time to time
Skills and Qualifications
•Worked inside an e-commerce call center or in a retail environment and likes being on the front line servicing customers.
•Proficient in Microsoft Office programs.
•Proven ability to maintain high quality calls.
•Demonstrated excellence in customer issue resolution across all contact channels (e-mail and phone).
•Ability to close customer issues quickly and expediently.
•Ability to establish a rapport with customers to facilitate the likelihood of retention.
•Superior active listening skills; asking clarifying questions to be sure the correct message is understood.
•Ability to work independently with a high degree of accuracy – natural self-starter.
•Strong verbal and written communication skills – exceptionally friendly and conversational.
•Proficiency with multi-tasking, prioritizing, and managing time effectively.
•Ability to sit for long periods of time using a computer to enter and process customer information.
•Ability to answer large volumes of incoming e-mails and phone calls working reliably and autonomously.
Schedule:
HOW TO APPLY:
Upload resume online:
http://hire.jobvite.com/CompanyJobs/Careers.aspx?c=qi79Vfwd&v=1&page=Apply
