Customer Care Specialist - Social Media (Zendesk)

In this role, you will be responding to customer inquiries from all our businesses under the Artica brand via Zendesk. Always ensuring that the customer's journey with Artica is one that our customers will brag about to everyone they know.

You will be responsible for:

Communicating with customers by email, social media, chat, and phoneEmpathizing with and prioritizing customer needsResolving issues and setting clear and appropriate expectations with customersMeeting and exceeding Artica Customer Service SLAs and KPIsClearly understanding and responding empathetically to the issues that customers presentConsistently executes a grammatically correct, concise, and accurate written or oral response to customersApproaching problems logically and with good judgment to ensure the appropriate customer outcomeMaking quick and effective decisions on behalf of the customer, while adhering to Artica protocolSetting up customer return requests and replacement ordersSome of our products require installation or assembly, so the ability to troubleshoot and provide clear and easy to follow technical assistance is essential

Preferred Qualifications

·        3 + years of previous Customer Service Experience

·        Previous Zendesk experience

·        Must have previous experience responding to Social Media posts and direct messages- Facebook, Instagram, and Twitter

·        Experience with Windows Operating Systems, Microsoft Office 365, Google Workspace

·        Comfortable using multiple web browsers and apps, window navigation, and instant messenger tools simultaneously

·        Operates under self-direction; utilizes the training documentation provided to resource resolutions

·        Superior written and oral communications

·        Experience prioritizing tasks and time to ensure efficiency

·        Demonstrates integrity and has a track record of earning a customer’s trust

·        Proven success in a fast-paced support environment

·        Previous CRM experience – we use NetSuite/Oracle