Junior Email Support - Fresher's can apply

Overview

Front-line email support for Poshmark's community, handling dispute cases and time-sensitive customer inquiries about orders, accounts and product education.

What you'll do

• Engage with Poshmark users regarding dispute cases via email support.
• Investigate all aspects of an order and find resolutions for dispute cases filed by buyers.
• Respond to users in a timely, friendly, and professional manner.
• Execute decisions to fairly resolve disputes following Poshmark's return policies.
• Communicate with Poshmark users in a friendly, helpful, and patient manner via email.
• Gather feedback and suggestions from the Community.
• Strive to exceed Volume, First Response Time, Resolution Rate and CES (Customer Effort Score) goals.
• Work on holidays and occasional overtime, as required.

What you'll need

• 0-3 years of equivalent experience in customer service or community support, particularly in e-commerce.
• Strong MacBook navigation and typing skills.
• Excellent written and verbal English communication skills, with keen attention to detail.
• Willing to work on holidays and provide support over weekends, as required.
• Problem-solving mindset with the ability to work independently and as part of a team.
• Ability to collaborate and interact with managers and peers primarily from the US office headquarters with professionalism.
• Enthusiastic about community, customer service, and spreading love and kindness.
• Endless patience and a positive attitude with the ability to turn a negative into a positive.
• Competitive by nature; thrives off the success of a team.
• Believes that helping users is crucial to the growth and success of the company.

Nice to have

• Customer service via email using Salesforce, or previous support experience dealing with US-based customers.

Details

• Location: Chennai, Tamil Nadu, India.
• Shift options: Overnight shift at 7:30pm, 9:30pm or 11:30pm, Sun-Thurs / Tues-Sat / Fri-Tues.
• AUS shift at 3:30am IST, Sun-Thurs / Tues-Sat / Fri-Tues.
• New college graduates are encouraged to apply.