Zinus is seeking a Customer Care Tier 2 agent to join our growing support team in Tracy, CA. Tier 2 agents will triage escalations from our offshore BPO partner agents and multiple reseller portals to drive resolutions in a timely matter. Our Care team values a committed, enthusiastic and empathetic team-player that is willing to think outside the box and provide a great customer experience.
Responsibilities:
Answer all inbound calls/chats/emails and responds to escalated calls by Tier 1 within SLA
Meets productivity, CSAT and QA requirements and other key performance metrics
Courteous, shows empathy, develops rapport, and expresses appreciation to all customers internal and external.
Use clear and concise case documentation
Identifies trends and escalates complex issues appropriately
Ability to comprehend issue(s) and try to resolve on first contact
Uses appropriate macros per workflow and able to customize and update macros as needed
Uses appropriate grammar, sentence structure or syntax
Drives daily actions based on discussion & guidance from Team Lead
Good product knowledge, able to search product info on partner portals (Amazon, Walmart, Wayfair, etc.) and ability to improve product knowledge over time
Work with multiple internal departments and BPO partners to resolve customer issues
Confident, efficient and has control of the conversation – inbound and outbound
Articulates options for customer
Support multiple reseller portals at an advanced level
Back up all channels as needed
Able to follow workflows and work with minimum supervision
Requirements:
Proficient computer skills and experience with MS Office
Excellent communication (written and verbal) skills
Good comprehension skills
Good documentation skills
Previous call or contact center experience, 2 – 3 years
Flexible to work multiple shifts, including weekends
Can handle multiple tasks
Preferred
Excellent attendance
Experience with Gladly or other ticketing system like Zendesk, SAP, Shopify, MS Office
Coachable
Proactive
Quick learner
Collaborative
Work Authorization/Security Clearance Must be authorized to work within The US.
About ZinusZinus is a rapidly growing and highly successful Global eCommerce mattress and furniture company that values and empowers an entrepreneurial spirit in all of our employees. We’ve been in the mattress and furniture business for over 17 years, compressing and delivering mattresses in a box a decade before anyone else, so we know a thing or two about this business. If you chose to join Zinus you’d be joining a team that is committed to the happiness of its employees and customers above all else, with the express goal of delivering products and experiences that invoke wonder and joy on a daily basis.
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Retail
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