Seasonal Customer Experience Advisor, Tier I

This is a fully remote position, open to applicants in United States.

📋 Description

• Customer Experience Advisors act as experts in addressing pre-purchase inquiries and managing post-purchase orders for all Sun Home products.

• Resolve escalated customer concerns, navigate complex logistical challenges, and ensure prompt and satisfactory resolutions.

• Collaborate effectively with Technical Support, Product, Operations, and Sales teams to deliver quick, knowledgeable, and empathetic customer service.

• Work remotely, with operational days from Monday to Friday and Tuesday to Saturday.

⛳️ Requirements

• Respond to direct customer inquiries and/or elevated support tickets from Customer Service within one business day across Phone, Email, Chat, and SMS channels.

• Ensure clear documentation of cases in customer ticketing systems, product logs, and project management tools.

• Work together with Product, Operations, and Sales teams on recurring issues.

• Assist in enhancing internal training and updating the knowledge base.

• Identify opportunities for process improvement and communicate them to the team manager.

• Skills

• 1-2 years of experience in customer service, specifically with hardware or wellness products, is highly preferred.

• Strong problem-solving and communication abilities.

• Capability to manage multiple tasks across various systems and documents while maintaining professionalism with customers and partners.

• Proficiency in articulating technical issues in a customer-friendly manner, keeping the customer experience as a priority.

• Excellent written and verbal communication skills in English.

• Familiarity with CRM, helpdesk, website, and work management tools (Gorgias, Shopify, and Clickup preferred).

• Proficient in collaborative and organizational tools, including Slack, Microsoft Office Suite, and Google Suite.

• Approach all actions with a customer-first attitude and a focus on resolution.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Flexible work schedule with remote working opportunities.

• Comprehensive training and development programs.

• Collaborative and inclusive company culture.

• Opportunities for career advancement within the organization.