Associate Customer Success Fulfillment Specialist (Philippines Remote)

About the position

Are you passionate about providing top-tier customer service in the world of collectibles? Do you have a knack for handling order-related inquiries with efficiency and grace? If you excel in a fast-paced environment where customer satisfaction is paramount, then this role is perfect for you. As an Associate Customer Success Fulfillment Specialist at Hip eCommerce, you'll be the key point of contact for customers of our in-house brands, including Infinity Comics, Mark's Comics, and Fulfilled by Hip. Your primary responsibility will be to ensure that every interaction through our HipComic and HipStamp message centers is handled with care, following our internal guidelines and best practices. You'll play a vital role in maintaining the happiness of our customers by addressing their inquiries about products, shipments, orders, returns, and more.

Responsibilities

• Address and resolve customer inquiries related to order shipments, product details, returns, and issues with orders through our HipComic and HipStamp message centers.
• Provide accurate and timely updates on order statuses, shipping times, and tracking information, ensuring customers are kept in the loop about their purchases.
• Follow internal guidelines and best practices meticulously, ensuring consistency and reliability in every customer interaction.
• Manage the return and refund process smoothly, ensuring customer satisfaction while adhering to company policies.
• Engage directly with customers, answering their questions with clarity, empathy, and professionalism, whether through written messages or occasional calls.
• Strive to exceed customer expectations, turning potential issues into positive experiences, and ensuring high levels of customer satisfaction.
• Identify and address potential issues proactively, offering solutions that align with company policies while keeping the customer's needs at the forefront.
• Provide insights and feedback from customer interactions to help improve internal processes, product offerings, and customer satisfaction.

Requirements

• You have a keen eye for detail, ensuring that every customer interaction is handled with accuracy and care.
• You bring 1+ years of experience in customer service, specifically within order fulfillment, eCommerce, or a similar field.
• You excel in written and verbal communication, with the ability to convey information clearly and professionally.
• You are skilled at managing multiple inquiries at once, maintaining a high level of organization and prioritization.
• Your primary focus is on customer satisfaction, and you have a track record of going above and beyond to ensure a positive customer experience.
• You collaborate well with others, contributing to a positive team dynamic and working together to achieve common goals.
• You thrive in a dynamic environment and can quickly adjust to new processes, tools, and situations.