As a Customer Support Executive, you will be at the forefront of our customer interactions on Ask & Embla's various touchpoints. You will play a pivotal role in ensuring our customers have a positive and memorable experience when engaging with our brand, and you will be responsible for addressing customer inquiries, resolving issues, and enhancing our online reputation by providing excellent service and support.
What You'll Do:
- Provide timely and accurate responses to email and chat customer inquiries lodged through Gorgias or in any other tool, offering assistance with product-related questions, order inquiries, and concerns.
- Investigate and resolve customer issues, including order discrepancies, shipping delays, and product defects, ensuring a satisfactory resolution for the customer.
- Promote a positive image of the company by maintaining a friendly and helpful tone in all interactions and turning potentially negative situations into positive experiences.
- Collect customer feedback and insights from social media interactions, sharing relevant information with the team to improve products, services, and customer experiences.
- Collaborate with other departments to ensure consistent messaging and problem resolution.
- Keep an eye on trending topics and conversations related to our industry, products, and competitors, providing valuable insights to the team.
Who You Are:
- Willing to work remotely, and on a fixed-term or seasonal contract for 5 months
- At least 2 to 3 years of experience in social media and customer support in the retail, e-commerce, or similar industries
- Excellent writing skills i.e. the ability to express ideas, information, or instructions clearly and succinctly
- Organized and with keen attention to detail
- Ability to formulate creative solutions and think out of the box
- Tech savvy, able to pick up new software and applications quickly
- Good problem solving skills - analytical, innovative, and has a creative mindset
- Highly adaptable to change and fast-paced environment
Who We Are:
Ask & Embla is a rapidly growing Alternative Body Jewelry brand based in Singapore with a collective following of more than 500,000 across our social media channels. As an E-commerce brand, we ship internationally to a diverse range of customers and we are proud to be one of the leading brands worldwide in the alternative jewelry space.
At Ask & Embla, we’re passionate about creating a company that brings out the best in everyone and where individuals love to work and grow as a team. That means constantly learning and building new things, being flexible about how and where we work, and empowering each other to do the proudest work of our lives.
Ask & Embla, led by an ex-Googler and ex-Amazonian, has dozens of employees across multiple countries. We are building the foundation to expand several business verticals beyond e-commerce, while supporting existing business functions for fulfilling thousands of orders each month.
At Ask & Embla we learn and build fast together, sharing the purpose and passion of creating not just beautiful, expressive and sustainably-made jewelry, but a community that celebrates the misfits, the believers, the round pegs in square holes and everyone in between. Everyone deserves to own who they are; we create the jewelry so they can do it with pride.
Ready to Join Us?
If you're a results-oriented professional who thrives in a fast-paced environment, we encourage you to apply! Please submit your resume and a quick note expressing your interest in this position to hr@askandembla.net or through this Indeed posting.
Learn More about Ask & Embla:
Website - https://askandembla.net/
Instagram - https://www.instagram.com/askemblastore/
Facebook - https://www.facebook.com/AskEmblastore/
Pinterest - https://www.pinterest.com/askemblastore/
TikTok - https://www.tiktok.com/@askandembla_official
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