Customer Service Associate

Be the face of a company obsessed with customer experience

Fresh Prints is the hottest collegiate apparel brand that has been growing at over 60% for a decade! We have 400+ students who will contribute significantly to our revenue in the next 12 months.

At Fresh Prints, one of our guiding principles is “Start and End with the Customer”. We take that very seriously. As a Customer Experience Associate, you’ll be the face for Fresh Prints and will define the experience our customers get.

We’re looking for an energetic, patient, and communicative professional. Someone who loves helping other people when they’re frustrated or stressed. You need to be hands-on and have a finger on the pulse of every team. We need someone who would treat every customer as a long-time friend and make sure that they have an incredible experience every time they interact with Fresh Prints. You should be an active listener and be able to think on your feet to tackle challenging customer problems.

Responsibilities

• Field inbound customer emails, calls, texts, and chats
• Communicate with clients, answer their questions, resolve issues, and update records
• Coordinate with internal teams and clients to resolve order issues
• Qualify leads and assign them to the sales team
• Converting leads into orders for clients that are assigned to the CX team
• The unknown - we're always looking to find new ways to improve and we want you to take ownership of future projects that add value to the team

Requirements

• 1-5 years of customer service experience
• At least 1 year of experience with help desk software like Fresh Desk or Zen Desk
• Experience with both phone-based customer service and chat-based customer service
• Neutral Accent
• Positive attitude
• Calm under pressure
• Good problem-solving skills

You Are

• Relentlessly optimistic. Even the toughest problems don’t get you down.
• A great listener. You’re empathetic and you love guiding people through problems. 
• A great writer. You can clearly explain complex ideas and resolutions over email.
• Diligent. You’re an i dotter and a t crosser. People rely on you because they know you sweat the small stuff.

Compensation & Benefits

• Competitive Monthly Salary
• Monthly Night Shift Allowance
• The opportunity to learn a lot rapidly
• Working in a great culture. We’re a talented, engaged, and an ambitious team dedicated to building a business together. We work very hard but we’re also very good to each other. The entire Fresh Prints team is kind, open, informal, and caring. We earnestly support each other in our personal and professional goals.

Details (Other expectations from the role)

• This is a remote role and requires someone who is comfortable working night shift.
• Work timings are 9:00 AM - 6:00 PM EST (9:00 PM - 6:00 AM Philippine Time)

Fresh Prints is an equal employment opportunity employer and promotes diversity; actively encouraging people of all backgrounds, ages, LGBTQ+, and those with disabilities to apply.