The Role: Customer Service &Experience Manager
About HumanCentric
HumanCentric was founded in 2015 and is a profitable, high-growth, eCommerce brand. We design and manufacture our own line of products that help customers create a well-designed and comfortable workspace in their home office. We ship tens of thousands of products each month to customers around the world and are run by a small and driven team who makes it all come together.
We have grown significantly as the remote work trend continues to increase, and we believe that we have a tremendous opportunity to become an impactful brand and thought leader in the emerging work-from-home space.
About the Position:
At HumanCentric we believe in creating outstanding experiences with customers from purposefully built products to outstanding, human-focused experience and support. This role is a critical part of creating everlasting, positive impressions in every interaction.
In this role, you will establish, build, and maintain strong customer/brand relationships while achieving high customer satisfaction scores. At the forefront of the HumanCentric experience, you’ll be responsible for turning negative experiences positive, and making positive experiences even better from both outbound and inbound channels. You will bring an exceptional level of humanity and function to our customer experience.
You Will Be Responsible For
- Inbound and outbound communications including but not limited to customer service inquiries through live chat, eCommerce marketplaces, social media channels, and e-mail;
- Providing high quality, customer-focused service by solving customer problems quickly and efficiently;
- Engineer solutions by providing instruction and education to customers, Ordering replacement products, and processing refunds and exchanges;
- Triaging and escalating customer needs and requests as needed;
- Systematizing customer service processes to make your job easier;
- Helping with product catalog optimization by surfacing product listing updates based on customer feedback;
- Contributing broadly as the voice of the customer inside the company.
Desired Qualifications
- 2-5 years of experience in customer experience or support, consumer goods preferred;
- Passion for customer success, consultancy, and excellent customer service;
- English language fluency and mastery;
- Exceptional written and verbal communication skills;
- Experience or familiarity with global eCommerce, specifically selling on Amazon.com, is preferred but not required;
- Excellent problem-solving capability and attention to detail;
- The ability to deal with, and thrive on, industry and customer challenges on a daily basis;
- Positive and empathetic attitude. You genuinely love to interact with people;
- Experience using customer service tools and building automated response templates such as HelpScout (preferred), Zendesk, Freshdesk, HubSpot or other support software;
- Technology fluency. You must have an aptitude for learning web-based applications and understanding technology-related products. For example, you understand how to use a USB-C docking station and can troubleshoot basic computer problems;
- Mechanical aptitude. You must have an aptitude for understanding how mechanical things work and connect. For example, you enjoy assembling IKEA furniture. Many of our products have simple directions but come with compatibility requirements;
- A genuine interest in creating better workspaces for yourself and others.
Had you been with us last month, you would have....
- Made many amazing customer experiences by resolving issues and providing information and recommendations;
- Created response templates for specific common inquiry types;
- Ordered product replacements for damaged items and followed up with customers upon receipt;
- Assisted with product development by creating a quality assurance email campaign;
- Assisted with product launches by creating new email templates;
- Funneled new sales and marketing opportunities to the appropriate internal departments;
- Assisted with catalog updates by translating customer concerns into actionable product listing updates.
If you work with us, within the next two years it’s likely that you’ll...
- Streamline customer interactions by creating memorable experiences further growing the brand and creating lifetime customers;
- Establish a consistent voice of the brand while effectively acting as the voice of HumanCentric in daily communications with customers, vendors, and partners;
- Systematize a personalized customer service and experience process to significantly reduce the time required for resolution;
- Provide input on products and product listings based on the customers perspective that reduces return rates and increases customer satisfaction. Learn skills for operating an Amazon seller account.
Qualities that will make you a good fit for HumanCentric
- Technology Fluency. You can learn a new application faster than almost anyone around you;
- Independence and Efficiency. You get things done faster than your peers, and are always improving your execution. You have the right information at your fingertips because you planned in advance. You can independently manage a huge backlog by identifying actions from high-level objectives and prioritizing intelligently. You follow through on all your commitments, on time;
- Humility. If it’s part of running and building the business, nothing is outside your job description. And that’s something you value and appreciate;
- Respect. We treat customers, vendors, and each other with tremendous respect and sincere appreciation. They are people first, and business partners second;
- Balanced Intensity. You approach your work with intensity, but you're an easy person to be around;
- Clear Communication. Clear, concise, and professional written and verbal communication skills.