Customer Support Representative

Summary

Join BestLife4Pets as our Customer Support Representative and become the voice of our brand, providing exceptional customer experiences and solutions for pet owners. You will handle customer inquiries across various channels, offer product recommendations, and build strong relationships with pet parents. This role offers opportunities to contribute to other areas like blogging, social media, and process improvement. We are seeking a compassionate, detail-oriented individual with excellent communication and problem-solving skills. The position is fully remote and offers a flexible work-life balance, competitive salary, and growth opportunities. If you are passionate about pets and helping others, we encourage you to apply.

Requirements

• Be dependable, punctual, and have good time management skills
• Be able to meet tight deadlines without compromising on quality or attention to detail
• Have excellent interpersonal and communication skills with the ability to build strong relationships with customers and internal teams
• Stay current on our product offerings and promotions to confidently guide customers in their purchasing decisions
• Have strong problem-solving and analytical skills with the ability to think creatively and strategically
• Be proactive, growth-motivated, and a self-starter
• Be able to multitask and manage multiple projects simultaneously
• Be detail-oriented and responsible
• Have a passion for customer success and empathy for our customers
• Actively seek out additional work and support the team when customer service demands are low
• Excellent command of English (written and oral)
• Strong communication and interpersonal skills
• Excellent attention to detail
• Quality-focused, dependable, and results-oriented
• Ability to work efficiently under tight deadlines, or when faced with tough customers, while maintaining professionalism and high-quality service
• Ability to identify and implement efficiencies in processes to enhance workflow
• Team player who takes initiative and helps others when workload allows
• Ability to work effectively both within a team and independently
• Be tech-savvy and willing to learn
• Must have a strong internet connection with minimal downtime
• Full-time commitment and 40 work hours per week (8-hour workday)
• Availability and a high level of responsiveness during our general office hours
• A 30-day notice period of one calendar month

Responsibilities

• Respond to customer inquiries through various channels (phone, email, chat, social media, etc.) in a timely manner and with empathy, compassion, and professionalism
• Actively listen, ask clarifying questions, and recommend the best products for each customer’s pet health needs
• Advocate for the brand and consistently provide exceptional customer experiences, ensuring customers feel valued and supported
• Manage and resolve customer complaints with patience, understanding, and professionalism
• Handle sales inquiries and assist with order placements, changes, and follow-ups as needed
• Utilize customer feedback to identify improvements and enhance the customer experience
• Create, document, and maintain SOPs and other product templates and procedures

Preferred Qualifications

• Experience in customer service, sales, marketing, or e-commerce
• Experience with the backend of Shopify, Amazon FBA, Walmart, and Klaviyo
• Familiarity with Gorgias or other Customer Ticketing Systems
• Familiarity with Slack and Clickup (or similar Project Management tools)
• Experience with various social platforms (FB, Instagram, Pinterest, etc.), including engaging with and managing Facebook groups
• Digital marketing experience
• Experience in a veterinary and/or health-related field

Benefits

• A fully remote and flexible work environment that allows you to work from anywhere
• A competitive remuneration package
• Working with a team that values efficiency over micromanagement
• Directly impacting the success and growth of our company, BestLife4Pets
• Work alongside a team that shares your passion for animals
• Continuous growth opportunities to develop your skills and advance within the company
• The chance to make a real difference in the lives of pets and their owners
• A competitive salary and flexible work-life balance
• Receive contractor status and training after commencing work
• Paid annual leave and sick leave