Email Support, Night Shift (Fresher)
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Confidence can sometimes hold us back from applying for a job. Here’s a secret: there's no such thing as a "perfect" candidate. Poshmark is looking for exceptional people who want to make a positive impact through their work and help create an organization where everyone can thrive. So whatever background you bring with you, please apply if this role would make you excited to come to work every day.
Job Description:
Poshmark is the largest community marketplace for fashion where anyone can buy, sell and share their personal style. With millions of shoppers and seller stylists, Poshmark brings together a vibrant community every day to express themselves and share their love of fashion.
As a Community Associate, Email Support you are responsible for providing excellent front-line customer support via email to our growing Community. You will triage and respond to high volumes of time-sensitive customer inquiries--related to orders, their account, and provide detailed product education. Our goal is to maintain a high level of customer satisfaction while assisting with a seamless user experience. Your ability to investigate, resolve issues, and communicate effectively will be critical in maintaining Poshmark’s high standards of customer satisfaction.
The ideal Community Associate...
understands empathy is the key to helping others
exercises strong problem-solving skills and resourcefulness
showcases endless patience and contagious positive energy
has excellent written and verbal English communication skills
Is self motivated and thrives working independently
Responsibilities:
Engage with Poshmark users via email support
Respond to users in a timely, friendly, and professional manner
Demonstrate empathy through thoughtful and prompt resolutions for the Community
Research, troubleshoot, and recommend solutions for open orders and account-related issues
Gather feedback and suggestions from the Community
Strive to exceed Volume, First Response Time, Resolution Rate and CES (Customer Effort Score) goals
Flexibility to work on holidays and occasional overtime, as required.
This role will be for 5 working days/week, between 9PM - 6AM IST.
Requirements:
Should be based in Chennai or within Tamil Nadu State, India.
This role will be fully Remote, with 5 working days/week, 9 hrs/day between shift hours of 9PM - 6AM IST.
0-2 years of equivalent experience in customer service or community support, particularly in e-commerce. Customer service via email using Salesforce or previous support experience dealing with US-Based customers preferred; new college graduates are encouraged to apply
Strong Macbook navigation and typing skills
Excellent written and verbal English communication skills, with keen attention to detail
Willing to work on holidays and provide support over weekends, as required
Problem-solving mindset with the ability to work independently and as part of a team
Ability to collaborate and interact with managers and peers primarily from the US office headquarters with professionalism
Enthusiastic about community, customer service, and spreading love and kindness
Endless patience and a positive attitude with the ability to turn a negative into a positive.
Competitive by nature; thrives off the success of a team
Believes that helping users is crucial to the growth and success of the company
3 Months Accomplishments
Comprehensive onboarding and hands-on training during the initial weeks
Exhibit strong Macbook navigation and typing skills
Exhibit strong Salesforce Service Cloud and G-suite tools navigation
Self-motivated, independent, transparency in communication and collaboration with local India-based managers and US headquarters managers via Slack/Zoom.
Independently handle Tier 1 cases (General/Account/Order/Payment related issues) with efficiency and accuracy
6 Months Accomplishments
Seamlessly navigate through all Tier 1 scenarios with ease and accuracy
Handle escalated cases with manager guidance
Provide resolutions that adhere to company policies, guidelines, and terms
Meet and exceed established daily case goals on a consistent basis
12+Months Accomplishments
Handle escalated cases independently with manager guidance
Potential to begin providing mentorship and guidance to new team members and peers
Begin contributing to team initiatives
Poshmark is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
