Job Summary:
As a Customer Service Representative, you will play a crucial role in ensuring customer satisfaction and maintaining the company’s reputation for excellent service. Your primary responsibilities will involve addressing customer inquiries, resolving issues related to orders, and facilitating necessary actions to uphold GGI’s commitment to customer care.
Key Responsibilities:
- Respond promptly and professionally to customer messages and emails received from various online marketplaces, addressing concerns such as late deliveries, damaged items, missing parts, etc.
- Provide courteous and effective customer service to resolve issues, adhering to GGI’s policies and procedures. This may include issuing refunds, processing replacements, or offering alternative resolutions as appropriate.
- Enter replacement orders and shipping labels accurately into GGI’s system, ensuring seamless coordination with the warehouse to fulfill replacement requests in a timely manner.
- Manage administrative tasks associated with customer service inquiries, including but not limited to correcting address information on shipping labels and updating order details as needed.
- Collaborate with internal teams to escalate complex or unresolved customer issues, ensuring swift and satisfactory resolutions.
- Proactively monitor and follow up on outstanding customer inquiries, maintaining clear communication channels to keep customers informed throughout the resolution process.
- Handle claims with shipping carriers such as UPS in cases of reported non-delivery or other shipping-related issues, advocating for timely resolution on behalf of the customer and the company.
Education and Skill Requirements:
- Previous experience in a customer service role, preferably in an e-commerce or retail environment.
- Strong communication skills, both written and verbal, with a customer-centric approach to problem-solving.
- Ability to multitask and prioritize effectively in a fast-paced environment, while maintaining attention to detail and accuracy.
- Familiarity with online marketplaces and e-commerce platforms, particularly Amazon, Walmart, and eBay, is advantageous.
- Proficiency in using customer service software and tools, as well as Microsoft Office applications.
- Willingness to adapt to changing processes and procedures, with a proactive attitude towards continuous improvement.
- High school diploma or equivalent; additional education or relevant certifications are a plus.
What We Offer:
At FGC+, we believe that every person yearns to fulfill their potential. “Igniting possibility” is our brand essence, it recognizes that work can be a great catalyst for personal and professional growth. By creating an environment of support and inspiration, we enable people to realize their true capabilities and to make work a source of fulfillment and sustainable success.
We offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success — not to mention a market competitive total compensation/rewards package including:
- Day 1 HMO
- Competitive base pay with incentives and allowances
- Payment of all statutory government benefits
- 25 days of annual paid leave
- 13th month pay
- Onsite medical support
- Skills and training development programs
- Employee Engagement Events
- Employee Referral Program
EEO Statement:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Third-Party Agency Notice:
FGC+ will not accept any unsolicited resumes from any third-party recruiting agencies, either domestic or international. FGC+ nor its subsidiaries/LE’s will be responsible for any fees from the use of any unsolicited resumes either through our ATS or via electronic mail systems from any agency.
