Customer Experience Associate

Time zone
Full Time
Opening date
Closing date
11 Nov 2021

Remote work is the biggest workplace revolution in history.

Nothing will deliver a higher quality of life upgrade in the next decade.

The biggest challenge is in providing the core infrastructure that makes going remote easy for companies. Firstbase helps companies’ setup, manage, maintain, and retrieve all the physical equipment remote workers need to work from home.

We are a small and fully distributed team with a fast growing and challenging client base, currently spanning from the US to Belgium and we take pride in our ability to function as an effective remote-first organization.

We offer market-rate salaries, a home office (via Firstbase), insurance, and a tight-knit group of people passionate about creating for the future of work.

About the Role

The Customer Experience team is the driving force delivering an unparalleled customer experience at Firstbase.

Our clients are asking us to solve the most difficult challenges behind supporting remote work and our customer support team is the group that not only guides them on their journey but is also their most trusted resource along the way. This team breaks through barriers and works with the rules to deliver the best customer experience possible because that is what our customers require.

We are seeking a Customer Experience Associate to assist our customers with logistical problems throughout the order, lifetime and return of our products and issues that arise through management of services. Responsibilities include responding to customer enquiries in a timely manner, resolving customer complaints and issues, and managing our customer support tools.

To be successful in this role, you should be very comfortable with Ecommerce platforms and have Outstanding written and spoken English. We are looking for a diligent trouble-shooter who is willing to work shifts and who is self-motivated. Attitude is everything at Firstbase as

we are a close-knit team who rely on each other; therefore, positivity is key. Experience with CRM platforms is a benefit but not essential as training will be given.

The ideal candidate will be able to work under high pressure and to tight deadlines reporting directly to the CX Manager. Success for Firstbase’s customers means allowing them to focus on running their own business and relying on Firstbase to be their trusted partner.

You will:

  • Respond to and resolve customer queries and other inbound requests in a timely and accurate way, via email and chat.
  • Monitor and respond to high-priority enquiries on weekends and holidays within 24 hours, as necessary, in coordination with your manager.
  • Provide weekly reports to management on customer service volumes, trends, and issues
  • Create and maintain customer-facing FAQs, videos, and other
  • support materials • Identify customer needs and help customers use specific features • Inform customers about new upgrades
  • Gather customer feedback and share with our Product and Operation teams
  • Other duties as assigned.

Basic Qualifications

  • Bachelor’s degree
  • 2+ year experience as a Customer Support Specialist in e-commerce, logistics, Direct-to-consumer role and/or in digitally native brands
  • Experience using Zendesk or other help desk software and remote support tools
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