Shopify

Support Advisor - Expression of Interest (Remote, Singapore)

Singapore
Jun, 24
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Company Description

Shopify is a platform built for independent business owners of all shapes and sizes to start, sell, market and manage their businesses online, in-store, and everywhere between. With a comprehensive set of industry-leading tools, Shopify has helped over 1,000,000 people in 175 countries take control of where they take their businesses. Headquartered in Ottawa, Canada, Shopify has worked with brands like Unilever, Gymshark, Allbirds and countless others that started with nothing but an idea, a passion, or a purpose.

Shopify is now permanently remote and working towards a future that is digital by default. Learn more about what this can mean for you.

Job Description

Please note that this posting is an expression of interest for our upcoming support advisor roles based remotely in Singapore. We will be in touch regarding your application once we begin our hiring process in the coming months.

Being a Support Advisor (Customer Service Representative) at Shopify is a rewarding and challenging opportunity to make a big impact while supporting our Merchants. You will work in a dynamic environment providing high-quality customer service over phone calls, chats and emails. Within a supportive environment you will work to listen, support, problem-solve and explore growth opportunities with Shopify merchants.

Responsibilities

  • Adhere to a daily schedule that includes a mix of: Phones, three (3) simultaneous chats, and emails.

  • Ensure quick response time by staying on top of your assigned tickets, and answering tickets within the same day.

  • Act as a business coach and think about the merchant’s business holistically when offering solutions. 

  • Complete essential follow-up documentation after each interaction.

  • Engage in human conversations with merchants to identify and resolve issues through coaching.

  • Offer needs-based solutions, not pushy sales.

  • Advocate for merchants and the Shopify platform by communicating with stakeholders. 

  • Own your own development through reviewing past interactions and preparing to discuss growth opportunities with your lead in regular 1:1 meetings.

Qualifications

  • Be permanently residing in Singapore.

  • Strong experience in customer service in a contact centre, retail or service environment.

  • Have appropriate remote work set-up - such as a quiet space and stable internet connection.

  • Have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. You can check your speed here.

  • Ability to be resourceful and find solutions even when there is no clear path.

  • Ability to adapt to new processes and work accurately in a fast paced, rapidly changing environment.

  • Proficiency with technology paired with excellent typing skills.

  • Willingness to learn all about entrepreneurship and enjoy human conversations.

  • Possess high level of understanding, patience and empathy to navigate difficult conversations.

  • Are committed to continuous growth and learning.

  • Ensure privacy and security practices are followed at all times for both merchants and Shopify.

Additional Information

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. Please take a look at our 2019 Sustainability Report to learn more about Shopify's commitments.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is thisclose to what we’re looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.

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