myzonemedia
Registered
- Joined
- Sep 20, 2013
- Messages
- 14
- Likes
- 0
WHO WE ARE:
We started 2.5 years ago as an online, organic tea company with Amazon as our sole sales channel. During that time we have developed the overall best-selling tea product on Amazon.com and Amazon.ca. We have launched into the UK, France, and Germany. We have near-term plans for rolling out in Spain, Italy, and Mexico. And we have sights set on Japan, India, and China.
We've become skilled and knowledgeable at how to rank products well within the Amazon ecosystem. We will leverage that knowledge by launching other brands on Amazon. We've already identified 7 unique product segments that we believe have the potential as a desirable brand. While the product development for each of them is unique, the strategy to rank well on Amazon is quite similar.
WHO YOU ARE:
-You have a successful track record of delivering customer service that gets people talking.
-You are extremely organized and practice fanatical attention to detail, consistency, and accuracy.
Project management, problem solving, and dealing with an irate customer are your idea of a good time.
-You are action oriented and enjoy working hard. Even when limited information is available you are not afraid to take charge of a situation.
-You should data driven, focused on accurate reporting, and detailed documentation of processes.
-You are honest to a fault. If you see a supplier undercharged us, you will bring it to their attention.
-You believe in delighting not just satisfying the customer.
-You believe in continual self-improvement.
-You encourage those around you to become the best versions of themselves and take on individual initiative.
-Native-level English speaker
RESPONSIBILITIES:
1. To delight the customer above all else. Your actual working title will be 'Customer Love Manager'. To just 'service' the customer isn't enough. We want to provide the kind of service that gets people talking b/c they can't believe what we just did for them.
2. It is vitally important that all inquiries, publicly-posted questions, and reviews be responded to within 24 hours. Virtually 100% of our customer service is handled digitally. So part of your challenge will be to make every customer feel loved through email.
3. You will work with the leadership team to further develop our customer service policy and see that is implemented across brands. As our needs grow so will your responsibilities and compensation. You will mold the team you need to provide outrageous customer service. You will develop ways to measure customer satisfaction and improve these measurements.
4. Since we sell in countries where English is not the primary language, you will need to coordinate with translators to provide native-level language responses to customers in their home language.
5. The owner has briefly studied Joey Coleman's course https://www.creative...ys-joey-coleman and Jeffrey Gitmoer's book http://www.amazon.co...s/dp/188516730X and would love for you to implement something along these lines.
6. We have developed a good foundation of documentation for our processes. You will continue to build on that. We strive to improve how we do things every day AND the documentation that outlines how we do that.
7. You will keep ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
COMPENSATION:
$1,800 USD / month ($1,250 for the first three months, $1,500 for months 3-12)
WORK ENVIRONMENT:
This is entirely a remote position. Wherever is most comfortable for you. We expect this position to be a full-time commitment, but we won't be checking your time card. As long as you're staying on top of your duties and not letting things fall through the cracks, you can work the hours you find most productive for yourself. There are times when you'll need to be accommodating in your schedule to meet with team members, and vendors in different time zones (typically by phone or skype).
HOW TO APPLY?
We know you are exactly who we've been looking for. We just haven't met yet! Would you please introduce yourself by emailing 1) a resume, 2) a cover letter and 3) responses to the application questions below with the exact subject line: Customer Service Manager to the Craigslist email address included in this job listing. Please do NOT apply via any other platforms apart from this CL Listing.
Application Questions:
1. We are preparing to launch a new tea product in the USA, Canada, UK, France, and Germany at the same time. What would your checklist of tasks look like to ensure that we are fully prepared from a customer service standpoint? What resources would you anticipate needing?
2. Please discuss a specific situation where an employee missed a goal or required a course correction. What did you do?
3. What were the 3 biggest things you learned or books you read in 2015?
4. Knowing what you do about our industry - what are the top 3 things you would do within 90 days of being hired to elevate our customer service to the point that it becomes a marketing tool?
5. You'll be responsible for coordinating customer delight across different brands, and different products within those brands. Assume a tea brand with 3 products, a chainsaw brand with 2 products, and an phone case company with 12 products. How would you organize the information, FAQs, and whatever else is needed for our team to succeed?
6. Write a response to this customer review knowing that it will be posted publicly:
THIS CAME IN SUCH A TINY ALUMINUM CONTAINER, AND INSIDE IS A SMALL 1 INCH x 2 INCH BAG. PROBABLY NO MORE THAN 2 LEVEL TEASPOONS. WAY OVER PRICED FOR $28.00. YOU USE 1/2 TEASPOON FOR EVERY 3 OZ. OF WATER - WHICH MEANS FOR $28.00 YOU GET A TOTAL OF 12 OZ GREEN TEA DRINK. I AM NOT SATISFIED AT ALL WITH THIS PRODUCT. AGAIN, WAY OVER-PRICED. THOSE CUPS IN THE PHOTO MUST BE TINY TOY TEACUPS.
7. What are you looking for from a job with us?
We started 2.5 years ago as an online, organic tea company with Amazon as our sole sales channel. During that time we have developed the overall best-selling tea product on Amazon.com and Amazon.ca. We have launched into the UK, France, and Germany. We have near-term plans for rolling out in Spain, Italy, and Mexico. And we have sights set on Japan, India, and China.
We've become skilled and knowledgeable at how to rank products well within the Amazon ecosystem. We will leverage that knowledge by launching other brands on Amazon. We've already identified 7 unique product segments that we believe have the potential as a desirable brand. While the product development for each of them is unique, the strategy to rank well on Amazon is quite similar.
WHO YOU ARE:
-You have a successful track record of delivering customer service that gets people talking.
-You are extremely organized and practice fanatical attention to detail, consistency, and accuracy.
Project management, problem solving, and dealing with an irate customer are your idea of a good time.
-You are action oriented and enjoy working hard. Even when limited information is available you are not afraid to take charge of a situation.
-You should data driven, focused on accurate reporting, and detailed documentation of processes.
-You are honest to a fault. If you see a supplier undercharged us, you will bring it to their attention.
-You believe in delighting not just satisfying the customer.
-You believe in continual self-improvement.
-You encourage those around you to become the best versions of themselves and take on individual initiative.
-Native-level English speaker
RESPONSIBILITIES:
1. To delight the customer above all else. Your actual working title will be 'Customer Love Manager'. To just 'service' the customer isn't enough. We want to provide the kind of service that gets people talking b/c they can't believe what we just did for them.
2. It is vitally important that all inquiries, publicly-posted questions, and reviews be responded to within 24 hours. Virtually 100% of our customer service is handled digitally. So part of your challenge will be to make every customer feel loved through email.
3. You will work with the leadership team to further develop our customer service policy and see that is implemented across brands. As our needs grow so will your responsibilities and compensation. You will mold the team you need to provide outrageous customer service. You will develop ways to measure customer satisfaction and improve these measurements.
4. Since we sell in countries where English is not the primary language, you will need to coordinate with translators to provide native-level language responses to customers in their home language.
5. The owner has briefly studied Joey Coleman's course https://www.creative...ys-joey-coleman and Jeffrey Gitmoer's book http://www.amazon.co...s/dp/188516730X and would love for you to implement something along these lines.
6. We have developed a good foundation of documentation for our processes. You will continue to build on that. We strive to improve how we do things every day AND the documentation that outlines how we do that.
7. You will keep ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
COMPENSATION:
$1,800 USD / month ($1,250 for the first three months, $1,500 for months 3-12)
WORK ENVIRONMENT:
This is entirely a remote position. Wherever is most comfortable for you. We expect this position to be a full-time commitment, but we won't be checking your time card. As long as you're staying on top of your duties and not letting things fall through the cracks, you can work the hours you find most productive for yourself. There are times when you'll need to be accommodating in your schedule to meet with team members, and vendors in different time zones (typically by phone or skype).
HOW TO APPLY?
We know you are exactly who we've been looking for. We just haven't met yet! Would you please introduce yourself by emailing 1) a resume, 2) a cover letter and 3) responses to the application questions below with the exact subject line: Customer Service Manager to the Craigslist email address included in this job listing. Please do NOT apply via any other platforms apart from this CL Listing.
Application Questions:
1. We are preparing to launch a new tea product in the USA, Canada, UK, France, and Germany at the same time. What would your checklist of tasks look like to ensure that we are fully prepared from a customer service standpoint? What resources would you anticipate needing?
2. Please discuss a specific situation where an employee missed a goal or required a course correction. What did you do?
3. What were the 3 biggest things you learned or books you read in 2015?
4. Knowing what you do about our industry - what are the top 3 things you would do within 90 days of being hired to elevate our customer service to the point that it becomes a marketing tool?
5. You'll be responsible for coordinating customer delight across different brands, and different products within those brands. Assume a tea brand with 3 products, a chainsaw brand with 2 products, and an phone case company with 12 products. How would you organize the information, FAQs, and whatever else is needed for our team to succeed?
6. Write a response to this customer review knowing that it will be posted publicly:
THIS CAME IN SUCH A TINY ALUMINUM CONTAINER, AND INSIDE IS A SMALL 1 INCH x 2 INCH BAG. PROBABLY NO MORE THAN 2 LEVEL TEASPOONS. WAY OVER PRICED FOR $28.00. YOU USE 1/2 TEASPOON FOR EVERY 3 OZ. OF WATER - WHICH MEANS FOR $28.00 YOU GET A TOTAL OF 12 OZ GREEN TEA DRINK. I AM NOT SATISFIED AT ALL WITH THIS PRODUCT. AGAIN, WAY OVER-PRICED. THOSE CUPS IN THE PHOTO MUST BE TINY TOY TEACUPS.
7. What are you looking for from a job with us?