Customer Experience Representative
Overview
Fellow is looking for a positive, thoughtful, and quick-thinking Customer Experience Agent to support our company growth and the use of our coffee tools out in the wild.
This is a full-time position (40 hours/week), available remotely anywhere.
Customers have questions—you will have answers. Your job will be to respond to inquiries in a timely manner and serve as a voice for our fast-growing customer base as we develop new products and refine existing ones.
Fellowproducts.com is the epicenter of the Fellow brand. Our customers are both domestic and international and may come from our Amazon store and wholesale distributors as well.
You’ll help ensure a positive and frictionless relationship with our customers through the following areas:
Key Responsibilities
Customer Service- Answer questions such as:
- Where is our stainless steel from?
- How do I brew pour-over coffee?
- When will my order arrive?
- Handle all inbound customer service emails and inquiries via Zendesk.
- Serve as a key point of contact with fulfillment warehouses around the world.
- Help ensure timely delivery of orders.
- Provide support to resolve issues and ensure customers are made whole when needed.
- Become deeply familiar with current (and future) product lines.
- Answer detailed product questions.
- Help customers choose the best product for their home or business needs.
- Meeting individual and team SLA/KPI metrics daily.
- Responding to customer emails, chats, and calls via Zendesk.
- Handling inquiries related to:
- Product issues
- General questions
- FAQs
- Order concerns
- And, of course, coffee
- Thoughtful, efficient, creative, and passionate about helping people.
- Excellent written and verbal communicator.
- Proactive in identifying and resolving issues.
- Experienced in troubleshooting complex products via email, chat, and phone support.
- Patient, understanding, and respectful of customer time.
- Able to quickly diagnose issues and provide effective solutions.
- Comfortable in fast-changing environments and able to pivot quickly.
- Friendly and fun, but knows when to focus and get things done.
- Appreciates a good coffee joke from time to time.
- 3+ years of remote experience in eCommerce customer service and/or service center troubleshooting roles
- High proficiency with tools such as Zendesk, Shopify, and G Suite
- Experience handling complex customer inquiries via email, live chat, and phone support
- Strong written and verbal communication skills
- Ability to work occasional overtime during high-volume periods
- Interest in specialty coffee and related products is a plus (not required)
- Wholesale customer service experience is a plus
- Bilingual ability is a plus