Customer service representative

iWeave™ is a trademarked and patent-pending mobile application that combines entertainment and m-commerce elements to sell premium hair extensions. Users of the app can take a picture of themselves and virtually try-on various hairstyles. They also have the opportunity to share their photo with their friends via SMS or social media. iWeave™ is distinct in the fact that it is the first hair app that allows consumers to go seamlessly from picture-to-purchase. Consumers will receive their hair directly from the warehouse - effectively eliminating the stores and middleman mark-up. iWeave™ represents a merger between the popularity of quality hair extensions and the growth of m-commerce. The app creates a “virtual storefront” for countless independent hair manufacturers and distributors currently in the market. It also serves as a one-stop-shop for customers to select from multiple suppliers. iWeave™ is poised to be the Amazon™ for hair extensions! The hair revolution has begun, and this time, it’s mobile!

The Role

You Will Be Responsible For

• Building strong client relationships by providing customers with ongoing support and regular sharing of best practices, insights, and product knowledge.
• Partnering with the sales team to ensure that new customers are onboarded successfully.
• Identifying opportunities across the customer lifecycle to increase customer satisfaction and revenue.
• Ensuring a high level of customer renewals.
• Building strong product expertise and providing training & ongoing support as required.
• Providing feedback and advocacy on customer pain-points to internal teams.
• Handling inbound calls and emails in a professional manner.
• Resolving customer inquiries and requests and ensuring strong customer satisfaction.
• Working with various internal teams to ensure prompt and accurate order processing and delivery.
• Escalating customer feedback as required.
  
  

Ideal Profile

• You have at least 1 year experience within a Customer Service or Customer Success role, ideally within the IT Services industry.
• You possess excellent interpersonal as well as written and verbal communication skills.
• You enjoy finding creative solutions to problems
• You are a strong mentor and coach who can build high performing teams
• You are a strong team player who can manage multiple stakeholders
  
  

What's on Offer?