Customer Service Virtual Assistant

Company: TopFoxx
Location: Remote
Job Type: Full-Time

TopFoxx is a rapidly-growing, women-owned start-up founded in New York City, that develops unique, innovative women’s eyewear and accessories, centered around a mission of charitability and commitment towards sustainability. We are currently seeking a Virtual Assistant for Customer Service whose empathy and compassion along with years of experience that will represent the brand to give our customers the best experience while joining our family.

Since its inception, TopFoxx has cultivated a team of driven, innovative, well-rounded self-starters equally dedicated to company growth, personal development, and becoming top experts in their respective fields. Our employees embrace challenges, feedback, opportunities to support their coworkers, and align themselves tightly with our Core Values, Mission and Vision. Working at TopFoxx means pushing boundaries, centering all ideas around market, industry and trend/data research and analysis, and maintaining fierce accountability for your role and company success in a fast-paced, high-standard environment. You will work directly with our CEO and founder, other high-level management members and a team of highly skilled individuals to collaborate and develop.

This individual will use innovative best practices to:

• Reply to customer tickets in a timely manner, through the ticketing system (Gorgias.)
• Update inventory and place orders for shipment.
• Review and process refunds.
• Create innovative ways to ensure customer satisfaction, retention and return rate.
• Assist with customer inquiries through social media platforms to ensure quick response time and strategize ways to keep customer retention and satisfaction at an increasingly high rate.
• Answer incoming calls from customers, resolve issues and answer questions.
• Make outbound calls to customers to avoid escalation of issues or solve problems in real-time.
• Review customer concerns and bring solutions forward to management that build out the department and expand our ability to support customer needs.
• Take on additional research tasks and data analysis to support the team and company.
• Continuous research of all current trends and strategize how to implement the best practices into our company.
• Attend meetings with the operations and customer service team members to review on customer feedback, concerns, strategies for shipping, production and returns, plan for seasonal changes, prepare for sales, launches and large events, and discuss other company updates.
• Teamwork is important to us; so helping the other team departments tasks is a day to day duty.
• Communicate with other departments to stay updated on processes, while serving customers.
• Remain dedicated to professional growth through research, training, learning from key professionals and experts in your industry and field, and professional development opportunities.
• Assist with Ad Hoc tasks as needed from the executive team and coworkers, to ensure quick and deeply researched information allows us to move fast in this competitive industry.

Requirements:

• 2+ years in Customer Service position; ecommerce, women’s eyewear, and/or fashion industry experience, strongly preferred.
• Strong interpersonal skills and empathy
• Extremely driven, accountable and organized, with strong communication in written and oral English.
• Teamwork is essential on our small team - a willingness to help other coworkers and executive staff by stepping outside of your role and comfort zone is required.
• Ability to complete tasks quickly, efficiently, and thoroughly is also essential ; A deep desire to find solutions, benefit the organization’s growth and find ways to support our goals will be necessary to be successful in this role.
• Must be able to manage multiple projects at once with urgency, focus, and deep dedication to establish ROI, results, and meet all deadlines, with a can-do attitude.
• Must be able to manage performance through development of KPIs, remaining highly accountable for results and aligning with the standards of the company on a consistent basis.
• Must be able to thrive in a fast-paced, deadline-driven environment, where forecasting ability and forward planning is crucial.
• Must be willing to work overtime during key seasons and events, and ensure tasks are completed in a timely manner and deadlines are met.

Job Type: Full-time

5 days a week, Monday - Friday 9:00AM-6:00PM (EST)

(Working hours flexible; we don’t require you to be on the dot at work).

Compensation & Benefits:

• Starting Salary: $4-$6USD (Negotiable)
• Salary pay is performance based. It will continue to grow, as long as you do.
• Free sunnies from TopFoxx!
• Remote Work- Work from anywhere in the world!

To Apply:

Please email mariapaula@topfoxx.com with any questions!

Job Type: Full-time

Pay: Php175.58 - Php292.00 per hour