Customer Service Associate - Full-Time Remote Position - Delivering Exceptional Experiences with a Leading Online Fragrance Retailer

Join the FragranceX.com Team: Where Customer Satisfaction Meets Innovation and Growth

FragranceX.com, a trailblazing online retailer founded in 2001, has been revolutionizing the fragrance industry with its vast selection of over 14,000 brand-name authentic fragrances. As a three-time Inc5000 award winner for the fastest-growing companies in the USA, we're a dynamic and ambitious team dedicated to providing unparalleled customer experiences. Our company culture is built on a foundation of innovation, teamwork, and a passion for delivering exceptional service. We're now seeking a highly skilled and enthusiastic Customer Service Associate to join our remote team and play a vital role in shaping the interactions between our customers and the company.

About the Role: Customer Service Associate - Full-Time Remote Position

As a Customer Service Associate, you will be the primary point of contact for our customers, providing timely, accurate, and courteous support across various channels, including phone, email, and chat. This is a full-time remote opportunity, allowing you to work from anywhere and be part of a fast-paced, growing organization that values innovation, teamwork, and customer satisfaction. If you're a motivated, organized, and customer-focused individual with excellent communication skills, we encourage you to apply for this exciting role.

Key Responsibilities:

• Respond to Customer Inquiries: Answer a high volume of phone calls, emails, and chat messages in a prompt, accurate, and courteous manner, ensuring that every call is answered on the first ring to support our industry-leading service experience.
• Order Tracking and Verification: Track orders promptly and accurately, verifying order details and resolving any issues that may arise during the ordering process.
• Cross-Sell and Upsell Opportunities: Identify and respond to cross-sell opportunities presented in order calls or email requests, proactively offering solutions and products that meet customer needs.
• Resolve Customer Service Issues: Resolve customer service problems promptly and accurately, within company guidelines, and in a manner designed to retain and promote customer loyalty.
• Order Verification and Claims: Assist with order verification, damaged/lost package claims, and reshipments, ensuring that customer issues are resolved efficiently and effectively.

Requirements and Qualifications:

• Experience: At least two years of experience working in a customer service position, providing support through email, calls, chat, and social media.
• Remote Work Experience: At least 6 months of experience working remotely, with a dedicated office space that includes a computer, 2 monitors, keyboard, mouse, and headset.
• Technical Skills: 1 year of experience working with Zendesk or a customer service ticketing system, strong computer skills, and strong data-entry/keyboard skills.
• Communication Skills: Excellent oral and written communication skills, with the ability to effectively communicate in English, verbally and in writing. Bi-lingual candidates are highly encouraged to apply!
• Time Zone: Must be willing to work 7:00 am to 4:00 pm Eastern Standard Time.
• Education: High school degree, GED, or equivalent work experience.
• Customer-First Mindset: A customer-first mindset, measured through customer experience feedback, with a strong focus on delivering exceptional customer experiences.

Skills and Competencies:

• Organizational Skills: Highly organized, with excellent attention to detail and the ability to manage multiple tasks and priorities.
• Conflict Resolution: Ability to manage and resolve conflict quickly and professionally, ensuring that customer issues are resolved efficiently and effectively.
• Adaptability: Willingness to work overtime hours and on weekends during holiday seasons, with a flexible and adaptable approach to work.
• Continuous Learning: A commitment to ongoing learning and professional development, with a strong desire to learn and grow with the company.

What We Offer:

As a valued member of our team, you can expect:

• Competitive Compensation: A competitive salary and benefits package, with opportunities for growth and advancement.
• Remote Work Opportunity: A full-time remote position, allowing you to work from anywhere and enjoy a better work-life balance.
• Career Growth: Opportunities for career growth and professional development, with a strong focus on employee learning and development.
• Innovative Culture: A dynamic and innovative company culture, with a team of passionate and dedicated professionals.
• Recognition and Rewards: Recognition and rewards for outstanding performance, with a focus on employee engagement and satisfaction.

Why Join FragranceX.com?

At FragranceX.com, we're passionate about delivering exceptional customer experiences and building a team of talented and dedicated professionals. By joining our team, you'll be part of a fast-paced and innovative organization that's committed to growth, learning, and customer satisfaction. We're looking for individuals who share our values and are excited about the opportunity to make a difference in the lives of our customers.

How to Apply:

To be considered for this exciting role, please take our assessment test, which takes approximately 20-30 minutes to complete. This assessment is a critical step in the application process and will help us evaluate your skills and qualifications for the position. Apply now and take the first step towards joining our team!

We look forward to welcoming our new team member and working together to deliver exceptional customer experiences!