Customer Service Representative (Non-Voice)

Nanoleaf is a pioneering company dedicated to revolutionizing everyday experiences through innovative smart home products. Established in 2012 by a trio of visionary engineers committed to making eco-friendly technology accessible, our company has since expanded to encompass offices in Shenzhen, Paris, Toronto, Hong Kong, and the Philippines. With a strong presence in esteemed retail outlets such as Apple, Best Buy, and Home Depot, we are steadfast in our mission to build a globally renowned brand that positively impacts both our customers and employees. Our organizational ethos prioritizes internal growth, fostering career development opportunities for all team members, and cultivating a collaborative and supportive work culture.

Who We're Seeking:
We are currently seeking a highly motivated Customer Experience Specialist to join our esteemed support team. This role will focus on delivering unparalleled service through online chat and email interactions with our esteemed clientele. As an integral member of our customer experience team, you will undertake a range of support responsibilities, including managing order inquiries, coordinating product replacements, providing non-technical assistance, and addressing general product queries. Reporting directly to the CX Supervisor, you will collaborate closely with cross-functional teams to ensure a seamless and delightful customer journey.

To excel in this role, you must possess exemplary communication skills, a customer-centric mindset, and a fervent commitment to delivering excellence in service. The ideal candidate will demonstrate proactive initiative, meticulous attention to detail, and thrive in a dynamic and fast-paced environment. If you possess a penchant for problem-solving and embody a positive attitude, we invite you to apply.

Key Responsibilities:

Deliver superior online chat and email support to customers, encompassing order inquiries, product replacements, non-technical assistance, and general product queries.
Elevate the overall customer experience by providing timely and accurate resolutions to customer issues.
Maintain meticulous records of customer interactions and transactions.
Proactively identify opportunities for process enhancement and actively contribute to refining the overall customer support experience.
Uphold punctuality and reliability in adhering to scheduled work shifts.
Possess a thorough understanding of individual performance metrics and actively manage personal performance.
Exhibit expertise in our product range through continuous training and self-directed learning initiatives.
Adhere to company policies and procedures, including executing disciplinary actions when necessary.
Requirements:

Minimum of 2 years of pertinent experience in customer service or support roles.
Prior experience in online chat and email support is highly desirable.
Exceptional written and verbal communication skills with a strong customer-centric orientation.
Proficient analytical and problem-solving capabilities.
Familiarity with various customer support tools and platforms.
Comfortable navigating email and chat systems efficiently.
Exemplary organizational skills with the ability to manage multiple customer interactions concurrently.
Adaptability to changes in policies, procedures, and product offerings.
Proficiency in recognizing and escalating complex issues as warranted.
Preferred Skills:

Proficiency in smart home technology.
Experience within the PC or console gaming industry.
Familiarity with Zendesk and Confluence.
Previous experience collaborating with an Internet Service Provider (ISP).
Knowledge of troubleshooting Bluetooth, Thread, or Matter-enabled devices.