Company Overview
KNS International – Founded in 2002, KNS International has grown from the beginning of eCommerce and is at the forefront of providing Men’s and Women’s Fashion Footwear to national online retailers. The Company designs and distributes branded products across multiple categories and is a preferred partner for national retailers looking to optimize inventory and expand online product offerings.
Job Description
As a Customer Service Associate at KNS International, you will be instrumental in supporting our customer service efforts. The position is perfect for proactive and adaptable individuals who thrive in a fast-paced environment and are dedicated to delivering exceptional customer service.
Responsibilities
- Respond to customer tickets via email, live chat, and phone, ensuring timely and helpful service.
- Maintain professionalism and efficiency in all interactions.
- Process and manage customer orders, track orders, resolve issues, and handle cancellations and returns effectively.
- Address and resolve customer complaints and issues related to product, website functionality, or customer inquiries, ensuring high customer satisfaction levels.
- Inform customers about additional products that may benefit them, enhancing their shopping experience and increasing sales opportunities.
- Escalate concerns to the appropriate team or management level when necessary.
- Proactively follow up with customers by phone or email as needed to ensure timely issue resolution and customer satisfaction.
- Troubleshoot common issues with products and collaborate with the customer service team and team lead to find appropriate solutions.
- Utilize CRM software like Reamaze or Gorgias to document detailed customer interactions, track issues, and manage customer information accurately.
- Anticipate customer needs to minimize repeat contact and elevate the overall customer experience.
- Write clear and effective emails, chat messages, and note customer accounts with accuracy ensuring all details are logged.
- Comfortably navigate and utilize Microsoft Office applications to support customer service tasks.
Required Qualifications
- Pass a full criminal background check.
- Ability to multitask and manage time effectively.
- Strong attention to detail and organization.
- Computer literacy with proficiency in Microsoft Office.
- Exceptional communication and interpersonal skills.
- Minimum typing speed of 40 words per minute.
KPI’s
- Customer Satisfaction (CSAT)
- First Response Time
- Quality Assessment (QA)
Benefits
Get ready to experience a unique work environment where talent is rewarded, and the sky is the limit! Here at KNS International you will discover a culture of creative and business-minded individuals that come together to create a high-functioning work environment that prides itself on providing an optimal work/life balance and abundant opportunity for growth.
- Medical, Dental, and Vision
- Short-Term & Long-Term Disability
- Maternity & Parental Leave
- Competitive salary and bonus plans
- Generous 401k package with employer matching
- Impact Suites – Mental Health Help
- Paid Time Off
- Paid Holidays
- Gym membership
- Discounted employee purchase program
- Work-life balance and flexibility
- Fully stocked kitchen with snacks and drinks
- Dog friendly
- KNS Swag
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