Customer Service Representative Remote
Job description
ABOUT US:
TopspinPro is on a mission to make tennis much easier to learn. We created our tennis training aid to help people master topspin. Topspin helps you control the ball. And when you can control the ball, your rallies become longer and - suddenly - tennis becomes a whole lot more fun! TopspinPro has customers in over 100 countries and has been used by over 100,000 people since we launched in 2015.
THE ROLE:
We are looking for an enthusiastic and self motivated Customer Service Representative to join our growing team at TopspinPro!
In this position, you will play a vital role as the frontline representative for our customers, providing exceptional customer service. At TopspinPro, we aim for our customer interactions to be positive, informative and efficient. You’ll be the first point of contact for inquiries, issues (product, delivery etc) and feedback and will provide timely and accurate solutions to enhance customer satisfaction. You will have great communication skills and collaborate closely with the wider team team and the Customer Service Supervisor to identify and report on emerging complications, arising trends or opportunities as we continuously improve our products and services.
As a team, we aim to build genuine connections with our customers, understand their needs, and empower them to play their best Tennis & Pickleball through exceptional customer service.
RESPONSIBILITIES:
- Providing outstanding customer service, liaising directly with customers, partners and other stakeholders on all platforms. Handling queries via email, live chat, social media platforms in an effective manner.
- Maintaining high Customer Service standards, providing helpful assistance and efficient service.
- Proactively keeping customers informed of enquiry progress with timely updates, assisting with exchanges, returns, cancellations, refunds, or order replacements. Dealing with internal processes from start to finish.
- Processing customer parcels received by E-commerce, working closely with Warehouse and Logistics on customers’ returns and redeliveries.
- Monitoring and replying to customer queries across all our platforms, tracking customer orders and updates to support customer brand insight and information.
- Conducting regular check-ins with customers to ensure they are satisfied with our products and services and addressing any issues that arise.
REQUIREMENTS/QUALIFICATIONS
- Previous experience in a customer service role, preferably in an e-commerce or retail environment.
- Excellent communication skills, both verbal and written, with a professional and friendly demeanour.
- Strong problem-solving skills, the ability to adapt quickly to think critically to provide effective solutions to customer issues.
- Empathy and patience to handle challenging customer situations and diffuse tense interactions.
- Proficient computer skills and the ability to quickly learn and navigate various software systems and tools.
- Strong organisational skills and attention to detail to manage multiple customer inquiries simultaneously.
- Ability to work independently as well as collaboratively in a team-oriented environment.
- Exceptional time management and prioritisation skills.
NICE TO HAVE:
- Experience on an e-commerce help desk/online support.
- CRM Experience.
- Experience working in a fully remote role.
- A passion for Tennis or Pickleball!
BENEFITS:
- Fully remote team
- Flexible working hours.
- Competitive Compensation
- Learning & Development budget
- Virtual team events/socials
- Wellbeing/mental health leave
- Monthly wellbeing budget
Job Type: Full-time
Salary: £22,000.00-£25,000.00 per year
Benefits:
- Casual dress
- Flexitime
- Health & wellbeing programme
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Application question(s):
- Please describe any CRM experience you have.
- What do you consider the most important characteristic of a successful Customer Service Representative?
- Where are you based?
- Are you able to work 5pm-1am UK Time (9am-5pm Pacific Time) Mon-Fri?
Experience:
- Customer service: 1 year (preferred)
Work Location: Remote
