Job Description

About The Position

At Flamingo Estate we take great care and pleasure in ensuring that each of our customers has an amazing and memorable experience. As Customer Experience Representative , you will be an integral member of the team, responsible for responding to the flow of customer support inquiries. You have a keen understanding of the Flamingo Estate customer and prioritize projects to ensure we deliver on the most incredible customer experience, fostering relationships that exceed expectations, and building trust and loyalty. You are eager to join a nimble and fast-growing team, and you instinctively know how to communicate with people cross-functionally with confidence and positivity. 

This is a holiday contract role for 3 months, with the opportunity to join the team permanently. 

Candidates must be available for at least 1 day of weekend coverage. 

Customer Experience Responsibilities

• Responding to customer inquiries in a timely manner using our customer support platform (Gorgias) and our customer service phone number (1-844-FLA-MNGO). Forwarding inquiries to appropriate parties and ensuring timely follow-through.
• Monitoring and replying to social media questions and comments.
• Proactively prioritizing and monitoring customer experience issues, and going above and beyond to resolve issues, surprise, and delight customers.
• Keeping track of order issues and product damages while ensuring the customer has a positive experience with the outcome.
• Managing Shopify orders, including refunding, replacing orders, sending invoices, and taking secure payments over the phone when applicable.
• Managing and adjusting subscriptions for customers when needed within subscription platform (ReCharge).
• Partnering with fulfillment team to troubleshoot, plan, and implement process improvements.

Who You Are

• A friendly, positive people person
• A proactive and responsible person who takes initiative
• Strong organizational and time-management skills. Ability to manage multiple tasks, work under pressure, and meet deadlines with attention to detail

Qualifications

• 1-2 years customer service experience required
• Excellent communication skills
• Experience with customer service platforms, such as Gorgias, Zendesk, Reamaze, etc.
• Experience with e-commerce platforms, such as Shopify, Magento, Woocommerce, etc.
• Experience with subscription platforms, such as Recharge, Ordergroove, etc. is a plus

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