Email Customer Service Agent

Take your career to the next level by joining a leading eCommerce company that's redefining the industry for a greener and happier planet. With an extensive array of stores across diverse niches and countries, we offer limitless opportunities where ambition fuels success.

Discover your path to eCommerce freedom with us!

The Company in a Nutshell

GTEcom BV (https://gtecombv.com/) was established in 2018 and headquartered in The Netherlands. Our mission is to continue scaling our operations and opening & sustaining more successful global brands to achieve our target of $500M revenue and more than 50 stores worldwide by 2027. Our diverse team of 70 and growing remote e-commerce experts in their own niches from different parts of the world is helping us transform our vision of growing the company to a reality.

We are committed to cultivating a culture of hard work, freedom and responsibility, constant improvement, and positivity in our team.

The Upsides of Working with Us

• Thrive in a results-driven environment with the autonomy to shape your own approach
• Achieve a great work-life balance with remote work and flexible schedule
• Enjoy a competitive salary that reflects your skills and contributions
• Collaborate with a dynamic remote team
• Be a key player in our rapidly growing company

We’re on the lookout for Email Customer Service Agents to join our expanding team and drive our company’s growth!

The Challenge

We need additional hands in deck to provide timely and quality response to our customers' inquiries regarding their orders in our stores.

Day in the Life of Email Customer Service Agents at GT Ecom

• Answer customer inquiries promptly and professionally by providing accurate information, addressing complaints, and offering solutions within the company policy.
• Collaborate with the internal team to resolve customers' inquiries and complaints.
• Follow established guidelines and procedures for email handling.

Important Numbers for this Role

• Maintain at least 3.0 Customer Satisfaction Score
• Work on at least 10 emails per hour
• Work for a minimum of 40hrs per week with adherence to assigned schedule

Please take note this may change from time to time.

Your Team When You Join Us

You will be reporting to one of our two Customer Service Team Leaders who are both based in the Philippines and working alongside team members of Customer Service Team mostly from the Philippines too.

The Customer Service Team is responsible for providing timely and quality resolution to our customer's inquiries and complaints.

We would love to hear from you if…

• You have at least 2 months experience in the e-commerce industry, specifically in the dropshipping business model
• You have worked in the similar role before
• You have previous experience in Shopify and Gorgias or Zendesk

If you are excited about the opportunity and feel like you are a good fit, we encourage you to apply today and talk to one of our recruiters. We look forward to seeing how your skills and experiences align with our vision. If unsure, we still welcome your application and would be happy to discuss other potential roles that may be a good fit for you.

Overview of Our Interview Process

Application Submission- We’ll start by reviewing your application.

1. Invitation to Test Gorilla Assessment - If you pass the resume screening, you will be invited to take a 20 - minute written examination to help us assess your fitness to the role and our team. Please note that passing this stage is crucial to move forward to the hiring process.
2. Initial interview - Our Recruiter will reach out to you to discuss the next steps.
3. Culture fit interview - If you progress, you'll have a 15-minute conversation with our HR Manager to assess cultural fit.
4. Final Interview - Meet with the CS Team.
5. Offer Discussion - If all goes well, we'll discuss the offer and invite you to our pre-onboarding process.
6. Pre-Onboarding Process
   1. Background Check: Verification of your identification and declared address.
   2. Reference Check: We’ll contact your three references for their feedback.
7. Onboarding: Once all checks are completed, we’ll initiate the onboarding process.

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