Easyship is revolutionizing logistics for eCommerce. With our all-in-one cloud based shipping software, businesses of all shapes and sizes have the tools needed to scale globally. At Easyship we believe in accelerating borderless commerce. We’re proud that a diversity of small business owners, crowdfunding campaigns, and global brands trust Easyship as their gateway to the world.To learn more about us click here.

Job Title: Customer Service Agent

Reports to: Head of Customer Services

LocationMumbai Remote

Work Allocation: Weekdays and Weekends Rota.

Key Relationships: Operations Team, Sales Team

Job Purpose: 

To support all Easyship customers by responding to queries and questions in a timely and effective manner through channels including Email, Live Chat and Social Media. Achieve this by following our internal process whilst continuously identifying process and product optimization opportunities, supporting day to day issues and solving problems in a fast-paced, multichannel environment.

What you’ll do:

  • First point of contact for Easyship customers through Live Chat, Telephony, Email and Social Media
  • Liaise with couriers and third parties to ensure customers get the best possible experience
  • Collect customer feedback for service improvement and product development
  • Engage with customers to build and maintain long-term relationships and address customer needs
  • Collaborate with internal departments on sales, marketing, product and partner expansion
  • Collect customer feedback for service improvement and product development
  • Ensure we receive positive feedback on all of our review channels, and maintain our high feedback scores
  • Make the customer as successful as possible

Who you are:

  • An empathetic approach and a passion to help people
  • Attention to detail
  • Ability to work well under pressure in a fast-paced environment
  • 1+ years experience in a customer service role
  • Excellent communication skills.
  • CRM software knowledge eg Zendesk/Salesforce
  • Strong problem-solving skills and creative thinking
  • Good command of Google and Office Suites

What you’ll get:

  • Competitive Equity Package: Earn more than just a competitive salary. Receive equity shares to gain wealth as the company grows.
  • Generous Vacation Policy: We think time off is essential… and we encourage it!
  • Duvet Day: Perfect for those cold winter days, when you don’t want to escape the warmth of your bed!
  • Mental Health Day: You deserve a day off! A chance to recharge and enjoy ‘Me Time’
  • 4 weeks of ‘Work from Anywhere’: Whether you’re working from the beautiful beaches in the Bahamas or by the fireplace on your ski trip in Switzerland - just make sure to send us a picture!
  • Professional Development: We’re here to help you hit your career goals to help get you where you want to be.
  • Company issued laptop: Who wants to work from their personal laptop? Let’s keep work and personal life separate!
  • Annual Team Summit: Got the travel blues? Our all-team summit in Hong Kong is a good place to start.
  • Flexible Working: We offer you an autonomous environment to perform at your highest level!

Headquartered in London with offices in New York, Hong Kong, Singapore, Melbourne, Toronto, and Taipei – our team is global and growing. We encourage you to apply if a challenge excites you. Come and join the Easyship team!

Get to know our Customer Service team through the eyes of Ryan Beardsley, our Head of Customer Service, and Suhani Lachhani, one of our Customer Experience Managers!

 

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