Marketing & Customer Support

Customer Service Representative - VS

Position Summary:
Our goal at Voomi is to deliver industry-leading customer service. We are looking for Customer Service Representatives who answer calls with enthusiasm, seek to understand what a customer's needs are, and do their best to make sure they are taken care of.

We aim to be able to resolve a customer’s call in 5 minutes or less, not because we want to rush the experience, but because we aim to be efficient with our interactions.

We do not expect you to be a product expert. What we care about is that you create a great customer experience by focusing on trying to understand what the customer is looking for/needing help with, and then doing what you can to facilitate them getting what they need.

We show commitment to finding the answers they need and making sure their needs are met. We have the mentality: I may not have the answer now, but I will work with the right people to get it and I will follow up with you

    Job Details:

    • Work from Home
    • Monday to Friday | 8 AM to 5 PM EST
      • *Following US Holidays

    Responsibilities:

    • Provide exceptional customer service by actively listening, building rapport, and empathizing with customers
    • Handle pre-order questions, assisting customers in understanding product details and specifications listed on our site
    • Proactively assist customers shopping for products by offering quotes through our Shopify order platform.
    • Manage post-order support, including tracking orders, helping to start returns, helping to start warranty claims, and addressing damaged shipments.
    • Document customer feedback/questions accurately and relay detailed information to the customer service leadership team and fulfillment team

    Requirements:

    • Proven experience in a customer service role, preferably in a call center environment.
    • Strong communication and active listening skills.
    • Ability to empathize with customers and provide a positive customer experience.
    • Proficiency with computer systems and the ability to learn new software quickly, experience with Shopify is a plus.
    • Excellent documentation skills with attention to detail.

    by Carl Trinidad

    Resolutions Associate

    Position Summary:

    Our client's mission is to break down all barriers to make multi-channel commerce easy. The Resolutions Associate plays a critical role in this mission by coordinating with our business partners to process return and replacement requests. This role focuses on achieving the customer's desired resolution in the most cost-efficient manner, ensuring a positive customer experience throughout the process.

    Job Details:

    • Work from home
    • Shifting Schedule

    About the Account:

    The company is a leader in online sales for a wide range of home and office items and has been ranked by Internet Retailer Magazine as one of the Top 200 e-tailers in the world. The company rewards top performers and believes in creating a work environment that celebrates growth and professional success.

    Responsibilities:

    • Receive and process customer resolution requests promptly and accurately.
    • Liaise with the company’s vendors and carriers as required to provide the quickest and best solutions for all parties involved.
    • Communicate with customers throughout the resolution process to ensure a positive experience.
    • Assist with department goals and make recommendations to the Resolution Manager to improve efficiency and effectiveness.
    • Create accurate cost breakdowns and recommendations for any credits owed to customers.
    • Take ownership of resolution requests and follow up with customers until the issue is fully resolved.
    • Ensure resolutions are completed in the most cost-effective manner while maximizing recovery.
    • Identify key details from large amounts of information and succinctly summarize them.

    Qualifications:

    • 1+ year of experience in retail or call center environments.
    • 1+ years of experience working in e-commerce.
    • Proficiency in MS Office Suite.
    • Familiarity with Atlassian Suite, including Confluence and Jira.
    • Strong attention to detail and a high locus of control.
    • Demonstrated customer focus with the ability to drive results.
    • Action-oriented and collaborative with a willingness to learn quickly.
    • Ability to manage complexity, make quality decisions, and optimize work processes.

    by Carl Trinidad

    Product Analyst (Business Central)

    Position Summary:

    We are seeking a skilled Product Analyst to join our team. The Product Analyst will collaborate closely with stakeholders and the Product Owner to define requirements, analyze options, and contribute to the development of epics and user stories. The ideal candidate will have a strong understanding of agile methodologies, excellent communication skills, and the ability to translate conversations into structured documents.

    Job Details:

    • Work from Home
    • Monday to Friday | 3 PM to 12 AM Manila Time
    • Following UK Holidays

    Responsibilities:

    • Provide key inputs for the Product Owner to assess options and select an approach to achieving the epic goals.
    • Work with stakeholders to define backlog items and ensure they align with overall objectives.
    • Define, analyze, and document specific requirements, including identifying the "as-is" situation and creating problem statements for the current status.
    • Collaborate with contributors to define the to-be status and lead the gathering of requirements for new functionality.
    • Collaborate with stakeholders to identify potential technical solutions and contribute to the creation of epics and user stories to implement those solutions.
    • Ensure backlog items have sufficient detail to accurately judge requirements and facilitate smooth sprint cycles.
    • Own the analysis and documentation of business requirements, validating them with all stakeholders.
    • Work closely with operational and delivery teams throughout sprint cycles to ensure successful implementation of requirements.

    Qualifications:

    • Experience in Microsoft Dynamics 365 Business Central is a must.
    • Experience and understanding of operating using Scrum, Kanban, and/or agile methodologies.
    • Previous experience as a Business Analyst, Product Analyst, or in a similar field.
    • Strong communication skills and the ability to translate conversations into structured documents.
    • Experience in user journey mapping and user story creation.
    • Experience in a DevOps environment is desirable.
    • Ability to work under pressure and autonomously.
    • A can-do attitude and a team-player mentality.
    • Knowledge and understanding of Jira.

    by Carl Trinidad