Customer Service Advisor, Bilingual [Spanish] - 2nd SHIFT

Jellycat is a privately owned design-led, gift brand headquartered in London. We create innovative luxurious products in the soft toy, accessory, baby and book categories that are loved around the world. We have an established and growing global customer base and we work with our partners to maximize the potential and reach of Jellycat throughout, sharing joy as we go!

As we continue to grow throughout North America, we continue to develop and improve the presence and awareness of our brand.

Jellycat have an exciting opportunity for a new Customer Service Advisor, Bilingual [Spanish] to join our growing Direct-To-Consumer Customer Service Team.

The ideal candidate will have a friendly, positive demeanor and be eager to provide excellent customer service.

This role will be 2ND SHIFT: 1pm – 10pm CT

Tuesday - Saturday OR Sunday - Thursday

Comprehensive training for Jellycat products, SAP, Zendesk, and Jellycat customer service will be provided. Previous knowledge of SAP is not necessary. Training will be both in person and virtually via Microsoft Teams and other platforms. This position will begin working full time in office (Monday through Friday 8-5 for training) and move to the shift you are hired for and will be fully remote.

You'll be:

• Bilingual in both Spanish and English
• Responsible for providing a high level of customer service, essential to ensuring happy and returning customers.
• Answering customer service inquiries via Zendesk – ensuring any information in relation to orders is handled quickly and with care, answering product inquiries, managing complaints and concerns appropriately via both email and chat
• Answering customer service phone calls – providing order information, placing orders and taking payments, assisting with any website and product inquiries
• Tracking orders and communicating with carriers
• Processing returns – providing shipping labels, checking in returns, issuing refunds
• Using various software and systems to record customer interaction and solutions
• Communicating with team and management to identify and discuss any potential improvements, consistent issues and concerns, trends, etc.
• Assist with general customer service tasks

You'll have:

• Previous B2C (business to consumer) customer service experience required
• Previous e-commerce customer service experience preferred
• Previous Zendesk experience preferred
• Ability to work independently and in teams
• Ability to learn, retain, and relay product knowledge
• Solution-based problem-solving skills
• Professional, friendly, and empathetic communication skills, both written and verbal
• Strong attention to detail with a commitment to accuracy
• Adaptability and a positive attitude, thriving in a dynamic environment
• A proactive work ethic, taking initiative and anticipating needs

Our Perks & Benefits:

• Discretionary Bonus - All employees are eligible for a discretionary annual bonus based on the success of the company.
• Medical, Dental, Vision and other Benefits - Jellycat offers medical coverage through Blue Cross Blue Shield of MN (along with a generous employer Health Savings Account contribution), dental coverage through Delta Dental of MN as well as vision coverage through DeltaVision. Jellycat also offers company paid Short Term Disability, Long Term Disability, Basic Life Insurance, and the opportunity to elect additional voluntary life insurance.
• Safe Harbor Employer Contributions - Upon eligibility, Jellycat contributes 3% to the 401k investment account independent of the employees' elections for individual contributions.
• Paid Time Off (PTO) - Jellycat offers up to 30 days of combined vacation and sick time at the start of each calendar year.
• Employee Assistance Program - Committed to the health and wellbeing of all our employees, we offer a comprehensive and confidential support program.
• Paid Parking & Building Amenities - Full-time parking space is provided and paid for by the company in the TractorWork’s covered ramp attached to the skyway. TractorWork’s offers several amenities for employees including an on site medical clinic and pharmacy, state of the art work out facility at no charge, both Bar La Grassa and Snack Bar are located in the building, Foodsby food delivery is available daily, and several great coffee shops, lunch spots and walking paths within minutes of our door, and excellent morning coffee served as you walk in the building at no charge.
• Regular Social & Team Events - We have a very imaginative and active social committee who meet regularly to put on events that help us mark special occasions and celebrate our successes as a team.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer

Compensation:

• $21 - $23 / hour