Customer Service Assistant

3 weeks ago

Plymouth, United Kingdom Surfline\Wavetrak, Inc. Full time

At Surfline, we believe the ocean is for everyone, that the magic of riding waves should be shared by all, and diversity and inclusion must be reflected in everything we do. We are committed to, and currently working towards, achieving accurate representation within the work we create and the workforce we are building, in order to help surfing become a more inclusive culture, lifestyle, and community._
- We are dedicated to bringing people together across the globe, and we champion and encourage those who bring different perspectives, ideas, and creativity. At Surfline, we recruit, employ, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, gender identity, gender expression, age, veteran status, and any other protected status._

**Summary**:
As a part-time **Customer Service Assistant**, you will be responsible for day-to-day communication with Surfline users through our customer support portal, with the end goal being to appease and retain our current subscribers. You will also help to ensure that Surfline takes a proactive stance in customer service by leveraging Zendesk features to scale the function most effectively relating to the Surfline products and e-commerce.

Under Surfline’s “Work from Anywhere” policy, this position may be performed on a full-time remote basis from anywhere within the United Kingdom.

**What You'll Do**:

- Promptly and professionally respond to incoming service requests through internal ticketing system (Zendesk) and act as the first layer of support for Surfline, FishTrack and Buoyweather users.
- Collaborate with our Forecast, Product, Camera Operations and E-Commerce departments to resolve user issues.
- Assist our customers with order confirmation, product & promotion questions, shipping status, returns, etc. with the goal of increasing business, customer satisfaction and retention.
- Ensure timely resolution of all order discrepancies, shortages, mis-shipments, and defective product returns.
- Guide users through our products and features to ensure they are getting the most out of their experience.
- Maintain the "voice" of our brand and culture while communicating with users, while being professional, detailed and patient.
- Contribute to the overall customer service strategy by identifying opportunities for process optimization.
- Forward on key customer service ticket themes to product & marketing teams to ensure transparency around user feedback.

**What We're Looking For**:

- Experience in customer service (retail, online, etc.).
- Top notch communication skills.
- Strong attention to detail.
- Extensive patience and empathy for Surfline users.
- Bias to action and ability to solve problems independently.
- Eager to increase knowledge and efficient ways to better serve the Customer Service department.
- Demonstrated organizational, detail orientation, prioritization, and time management skills to ensure that all user related inquiries and questions are completed accurately.
- Part-time availability: Monday - Friday, 4 hours each day.

**You May Also Have**:

- Experience in Zendesk or similar ticketing system experience.
- Passion for ocean-going activities.
- Flexibility to provide any potential weekend support where needed.

**_ About Surfline:_**
- Millions of people around the world depend on Surfline’s products to enrich their experiences in and around the ocean. Since 1985, our company has connected people with the ocean. Starting with surfers and expanding to offshore cruisers, anglers and a myriad of other ocean enthusiasts, we’ve made it our mission to deliver peak maritime experiences. We provide those who work and play in the ocean with all the advanced tools, personalized insights and immersive content to make their lives better - supplying them with the information they need to make smarter decisions, seek out new experiences and gain valuable knowledge._

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