Customer Support Associate  

As part of our Marketing Services team, you’ll be joining as our Customer Service Associate. You will be responsible for the day-to-day Customer Service operation to assure all the service levels standards are provided to all Healthy Options customers. Working alongside with Ecommerce, Marketing and Retail, this role will be pivotal in demonstrating the value of putting the customer at the heart of the organisation as the business continues its rapid expansion.

Main Duties and Responsibilities:

• Act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customers might face with accuracy and efficiency.
• Ensure all customer contacts through phone, email, live chat and clienteling are being responded to within service level. Ensure consistency and accuracy to maintain our high standards of service.
• Work with key stakeholders predominantly Ecommerce, Retail, Warehouses and Deman teams to drive improvement and consistency across shopping, service, and delivery experiences.
• Use the CRM software as proactive means to reach out to customers and provide them with a more personal service. Build relationships with the best Healthy Options customers and develop ways to engage with new customers.
• Working with the MST and Ecommerce teams, recommend, initiate, and lead projects to surprise and delight all customers. Evaluate customer feedback and implement recommendations for continuous improvement.
• Champion the needs of the customer across the business. Regularly review and suggest new ways to improve all customer facing policies and guidelines, including FAQ’s.
• Work on administrative tasks such as monitoring and systematizing various categories of email, direct messages, SMS/Viber, and calls.

Qualifications

• Bachelor's degree graduate
• With 2- 3 years of background in customer service.
• Strong experience in a customer services and sales environment, preferably for a retail brand.
• Competent complaint handler. Great listening skills and results oriented.
• Previous experience with CRM software and CRM reporting tools is a plus.
• Highly personable, and able to build strong relationships with customers, partners, and internal colleagues.
• Flexible and resourceful, excited and happy to solve problems as they arise in a growing business.
• Passionate about service and willing to go the extra mile for customer needs.
• Passionate for natural food and health products is a plus.
• Fluent in English, both written and spoken.