At Shine, an independent PR agency with offices in Paris and New York, we're dedicated to providing tailored public relations services for companies that are making a tangible societal and cultural impact.
Collaborating with a diverse team of award-winning writers, forward-thinkers, and cultural influencers, we specialize in elevating the narratives of businesses within the creative, retail, lifestyle, and travel industries.
At the heart of Shine, we are driven by insights. We leverage data, analytics, and competitor benchmarking to ensure that your PR objectives are closely aligned with your business goals, whether they're in the realm of B2B or B2C. With a compelling and cutting-edge product offering ready to take to market, you’ll play a pivotal role in driving the business forward as it enters its next phase of growth.
About the role
As a Customer Support Representative, you will be the frontline ambassador for our company, providing exceptional assistance and resolving inquiries from our valued customers. You'll handle a variety of customer interactions, including phone calls, emails, and live chat, ensuring prompt and courteous service at all times. Your dedication to delivering top-notch support will be instrumental in maintaining customer satisfaction and fostering long-term relationships with our clientele.
Key Responsibilities
* Provide timely and accurate assistance to customers via phone, email, and live chat channels.
* Resolve customer inquiries, concerns, and issues effectively and efficiently, striving for first-contact resolution whenever possible.
* Utilize comprehensive knowledge of products and services to address customer needs and provide appropriate solutions.
* Document and track customer interactions and resolutions in the CRM system, ensuring accurate and thorough records.
* Collaborate with internal teams to escalate complex issues and coordinate resolution efforts.
* Proactively identify trends and patterns in customer inquiries to inform process improvements and product enhancements.
* Assist in the development and maintenance of customer support documentation, including FAQs and knowledge base articles.
* Participate in ongoing training and professional development to stay updated on product updates, policies, and best practices.
* Contribute to a positive team environment by sharing knowledge, providing feedback, and supporting colleagues as needed.
About you
* Previous experience in a customer support or related role, preferably in a fast-paced environment.
* Exceptional communication skills, both verbal and written, with the ability to convey information clearly and effectively.
* Strong problem-solving abilities, with a focus on delivering prompt and accurate solutions to customer inquiries.
* Excellent interpersonal skills, with a customer-centric approach and the ability to build rapport and trust with customers.
* Proficiency in using customer relationship management (CRM) software and other relevant support tools.
* Ability to work independently and collaboratively within a team, demonstrating reliability, adaptability, and initiative.
* Detail-oriented mindset, with a commitment to maintaining accurate records and documentation.
* Flexibility to work various shifts, including evenings, weekends, and holidays, as required.
* A positive attitude, resilience, and a passion for delivering exceptional customer service.
What we offer
We offer a competitive remuneration package, including a 401k plan and comprehensive insurance coverage (health, dental, and vision). Enjoy the flexibility of working hours tailored to your needs and benefit from additional vacation time. As part of our commitment to employee well-being, we provide complimentary yoga and meditation classes to help you maintain a healthy work-life balance.
How to Apply
At Shine, we are dedicated to fostering a safe and inclusive environment where every individual can flourish. We achieve this by valuing talent, championing diversity, and promoting inclusion. We welcome applications from talented individuals of all backgrounds, abilities, and identities, regardless of how they identify.
If you believe you're a good match for this role, click the apply button above to submit your application. We look forward to hearing from you!