Customer Care Agent (Part Time)

Descrição:

(We are supporting our client, Biocol, to find a great Customer Care Agent for the international markets. Check it out!)

Overview - Building The Natural Pfizer.

Biocol Labs is a healthcare company on a mission of making a superior medicine cabinet with a nature-first approach. Biocol Labs is disrupting healthcare by pioneering a new category - the natural OTC space. We innovate, research, develop, produce, design, and sell directly to customers natural remedies that are clinically proven to be as effective as America's most consumed chemical OTCs - but without the chemicals, the side effects, the confusion, the addiction, the self-serving pharmacy channels, and all the other B.S. Welcome to the post-chemical society. Feel free to stay forever!

The Job

As a Customer Care Agent at Biocol Labs you will play a crucial role in ensuring our customers receive outstanding support and assistance. You will be responsible for addressing inquiries, resolving issues, and providing guidance to customers regarding our products and services. This position requires empathy, problem solving/ quick-thinking, effective communication, time management, software knowledge and quick learning skills.

Responsibilities:

• Serve as the initial point of contact for our valued customers, providing prompt and professional assistance via email.
• Handle complex inquiries and problem-solve issues that come through Zendesk and Junip, and provide support through social media.
• Solve complaints and provide effective solutions.
• Provide in-depth product knowledge and assisting customers with complex issues or customization.
• Manage complex issues, troubleshoot, and provide in-depth solutions such as order processing, returns, exchanges, replacements/damages, cancellations, refunds and chargebacks.
• Assist customers with specialized services or specific industry-related inquiries.
• Coordinate with multiple departments to ensure customer satisfaction.
• Reply to comments, concerns, and issues posted on all social media channels, and respond or provide solutions to customer reviews.
• Utilizing customer support programs like Zendesk, Shopify, Ship Bob, Meta, Junip and Moloni.
• Weekly reporting and analytics included. Bi-weekly touch base/recap meeting with department lead.
  
  
  

Skills and Qualifications:

• Customer Focus: Demonstrated passion for delivering exceptional customer service and building positive relationships with customers.
• Communication Skills: Excellent verbal and written communication skills, with the ability to convey information clearly and effectively to diverse audiences.
• Problem-Solving Abilities: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing customer issues
  
  
  

and concerns.

• Attention to Detail: Meticulous attention to detail in documenting customer interactions, issues, and resolutions accurately and comprehensively.
• Team Collaboration: Ability to collaborate effectively with cross-functional teams, sharing insights and contributing to collaborative problem-solving and decision-making processes.
• Adaptability and Quick mindset: Flexibility to adapt to changing priorities, processes, and technologies in a dynamic customer service environment.
• Tech Savviness: Proficiency in using customer service tools and software, as well as a willingness to learn and adapt to new technologies and platforms as needed.
• Empathy and Patience: Empathetic approach towards understanding customer needs and concerns, coupled with patience and resilience in handling challenging situations or irate customers.
  
  
  

Education and Experience:

• Bachelor's degree in communication, business administration, psychology, or a related area.
• 2 or more years of experience with Customer Service
• Previous experience in customer service preferably with these customer support programs: Zendesk, Shopify, Ship Bob, Meta, Junip and Moloni is a plus.
  
  
  

What We Offer

• Part Time Job (Afternoon time);
• 7,50 per hour;
• Other benefits.
  
  
  

History of Biocol - A start-up with 44 years of authority.

We're not made to take chemicals. So why do we take them to get better?

Biocol Labs is a post-chemical healthcare company, that creates new health essentials for modern men and women, which traditional healthcare doesn't dare or care to provide. The original laboratory was founded in 1977 in Lisbon, with the mission of making chemical medicine prescription minimal amongst the medical class. It has ever since been a family-run business, developing new formulas and expanding its product line into more than 20 countries across all categories of healthcare (from kids care to depression to pet care).

Nowadays, Biocol takes a new direction. As a seed stage startup, Biocol is growing to become the leading DTC brand in the natural healthcare space, taking on an aggressive

online growth strategy. Backed by strategic and extremely successful angel investors and funds, Biocol is on the mission to making Pfizer redundant in the ailment space and

become a must-have product in our modern-day lives.

Biocol Labs was considered the top most disruptives companies in the world by the likes of Forbes, Le Monde and Wallpaper.