Bilingual Customer Service Rep for Amazon Seller – Contract to Hire

Position: Customer Experience Manager

Dept: eCommerce Operations

Reporting to: CEO

Type of Employment: Full-time

ABOUT MIND BODHI

We are North America’s best-selling toe separator brand!

This is an opportunity to join our rapidly growing team as a Customer Experience Manager. This newly-created position will be an integral part of our team as we embark on the next phase of our growth to dominate the footcare niche.

Our quality products and customer first focus have quickly earned us brand recognition, and a reputation for being one of the best in the industry.

We believe that business needs to be innovative and creative in order to thrive, and we think it’s important to provide an exciting and vibrant place to work. Culture is the driving force to our success and feeds into every aspect of what we do. We work together and we win together!

But we admit we’re not for everyone. We’re successful because we have high standards, work hard, and hire smart people with strong critical thinking skills – people who are honest and confident enough to say “I don’t know – BUT I’ll find out!” People whose burning questions during interviews include “How many sick and vacation days do I get?” should not apply. Your time here will be exciting and rewarding as you work alongside the company’s CEO to grow the business, and develop your skillset along the way. The rewards are plenty, and include a very generous bonus program and flexibility in your work schedule.

ROLE

The Customer Experience Manager is the front-line response to any and all inquiries that the company receives from its customers or potential customers. You will be expected to find ways to increase the quality of our customer service, to ensure that every interaction is meaningful and memorable, and creates trust and loyalty to our brand.

RESPONSIBILITIES

●Respond to all customer inquiries within 2 hours during peak customer inquiry times (Monday to Friday 10am to 8pm EST), and within 12 hours for any inquires that fall outside this window

● Handle all queries professionally, adhering to Amazon’s messaging rules

● Use Amazon’s Seller Central platform to issue refunds and replacement products

● Use help desk software (ex. eDesk) to track tickets and maintain metrics

● Mitigate the possibility of negative reviews through timely support

● Take ownership of customer issues and follow problems through to resolution

● Ensure all activities on the platform are within Amazon’s terms of service

RESULTS

● No customer feels like they have not been heard or understood when reaching out to our company

● All customers are responded to in a timely manner

● Negative experiences are turned into positive ones

● Feedback is provided to the wider team on the nature of inquiries received from customers and how we can improve our products to provide a better customer experience

REQUIREMENTS

● Bilingual: Fluent in English (both written and spoken) to assist our North American customers

● Experience: 1-2 years in customer service, ideally eCommerce or Amazon-related

● Tech-Savvy: Comfortable with remote tools (ex. Seller Central, eDesk, Google Sheets and Microsoft Excel)

● Soft Skills: Empathetic, clear communicator to maintain high customer satisfaction and protect seller ratings

REMOTE-SPECIFIC NEEDS

● Reliable high-speed internet

● Availability during Monday to Friday 10am to 8pm EST to cover peak North American inquiry times

● Willingness to maintain a flexible schedule to accommodate customer inquiries during the weekends

● Self-motivated with strong time management for independent work

COMPENSATION

● Base salary of $2,200,000 COP + year-end bonus of $2,200,000 + performance bonus of $6,000,000 and up

OPPORTUNITIES FOR ADVANCEMENT

● A successful Customer Experience Manager will have the opportunity to move into an Operations Manager Role, looking after inventory and Amazon platform management.