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About the Role
TalentPop is one of the fastest-growing agencies in the E-commerce space that actively helps over 500 E-Commerce Brands including Core Power Yoga, Beyond Meat, and Jaxxon put together an excellent solution for their Customer Service needs by leveraging the best Customer Service talent from all around the world. TalentPop is experiencing exponential growth (over 600% in the last year) and is looking for Dedicated Concierge Specialists to join our team!
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Responsibilities
- Manage client inquiries 24/7 via Live Chat, email, and contact forms on the Concierge Landing Page.
- Provide timely and personalized responses, handling escalated issues with empathy and efficiency for swift resolution and client retention.
- Adhere to established escalation procedures, collaborating with the Concierge Team Manager for effective issue resolution.
- Proactively engage clients and agents to foster stronger relationships and gather feedback.
- Provide additional client support in the absence of Customer Success Managers.
- Initiate follow-ups to address outstanding issues and submit Replacement or Lead Agent requests as needed.
- Collaborate with the Concierge Team Manager on daily tasks, seek feedback for continuous improvement, and actively participate in training programs.
- Create and maintain internal SOP resources during downtime for a standardized approach.
- Assist in maintaining and updating resources, SOPs, and Playbooks.
- Support Team Leaders in compiling reports for clients and collaborate with QA Team for coaching and feedback.
- Regularly communicate with CSMs to assist in client data analysis for forecasting and contribute to client success strategies.
Ideal Skills
- Resourceful and excited to contribute to building something new.
- Highly reliable with the ability to manage stressful situations.
- Adaptive and confident in handling escalated situations.
- Proactive with a positive attitude.
- Outgoing people-person with strong interpersonal skills.
Qualifications
- At least 6 months of tenure at TalentPop.
- Minimum 3 years of experience in customer service or administrative roles, preferably in a B2B environment.
- 1-2 years of Virtual Assistant experience is required.
- Good health score.
- Recommendation by Team Leader (TL) or Direct Manager.
- Excellent performance and attendance records.
- No communication, behavior and commitment, or reliability issues.
- No verbal/written or final warnings are currently in effect.
- Strong, world-class background in Customer service is a must.
- Preferred candidates have Subject Matter Expertise in Customer/Client Support.
- Comfortable in a voice role, willing to assist via call and/or video call.
- Experience with eCommerce tools/software like LiveChat, Gorgias, Shopify, Zendesk, Re:Amaze, Freshdesk is preferred.
- Familiarity with HubSpot, Notion, and other CRM tools.
- Excellent written and verbal communication skills, emphasizing professionalism and customer satisfaction.
- Proven ability to multitask, prioritize tasks, and manage time effectively in a fast-paced environment.
- Strong attention to detail and organizational skills, with the ability to maintain accurate records and documentation.
- Proficiency in using customer service & eCommerce tools and platforms (Live Chat software, email management systems, CRM software).
- Knowledge of key performance indicators (KPIs) and experience in meeting or exceeding performance targets.
- Ability to work independently as well as collaboratively within a team, with a positive and proactive attitude.
- Flexibility to adapt to changing priorities and willingness to take on new challenges.
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