Customer Service Representative - Remote

Overview

The role of a Customer Service Representative (CS Rep) at Dutch is to deliver exceptional customer support and represent the Dutch brand with empathy, professionalism, and efficiency. CS Reps are the foundation of the Customer Experience team, responsible for creating seamless, positive experiences for our customers and their pets.

In Short

• Full-time (40 hours per week) remote position.
• Standard Tuesday – Saturday schedule.
• Manage and respond to customer inquiries in chronological order.
• Handle cases in chat, phone, SMS, and email.
• Deliver excellent customer service with empathy and professionalism.
• Handle challenging customer situations using sound judgment.
• Meet daily and weekly performance goals.
• Collaborate with CX team members to improve service.
• Support pet parents with timely and effective assistance.
• Passionate about helping customers and improving their experience.

Requirements

• 2-5 years of experience in Retail or Customer Service.
• Customer service oriented.
• Experience with email, phone, text, and SMS support channels.
• Experience using customer service solutions like Gorgias, Zendesk, Kustomer, Salesforce.
• Ability to handle multiple tickets simultaneously with attention to detail.
• Remote setup conducive to being on phone support.

Benefits

• Opportunity to work in a transformative veterinary care environment.
• Be part of a compassionate team dedicated to pet care.
• Work with a successful startup backed by world-class investors.
• Flexible work environment with a focus on employee well-being.