Customer Service Specialist

About the Role

At Baltic Born, we value being timely, informed, and personable, with a strong focus on resolution-oriented customer service. We are seeking a reliable and customer-focused team member to support our customers across multiple communication channels.

This is a full-time in-office position, Monday through Friday.

Key Responsibilities

• Provide prompt, professional assistance to customers via email, live chat, and outbound calls using the Gorgias platform
• Develop a thorough understanding of Baltic Born policies, including returns, shipping, and frequently asked questions
• Maintain familiarity with bestselling Baltic Born products to offer accurate guidance and recommendations
• Deliver resolution-focused responses within established service-level timeframes of 24-48 business hours
• Manage and track a personal list of assigned tasks and projects
• Identify and report recurring customer inquiries or issues to the team lead to support continuous improvement
• Collaborate with the customer service team to achieve reputation management goals and improve overall customer satisfaction
• Troubleshoot common customer concerns and contribute ideas to enhance the customer experience

Qualifications

• Strong verbal and written communication skills
• Proficiency with Google Workspace tools, including Docs, Sheets, Slides, and Keep
• Excellent problem-solving and critical-thinking abilities
• Dependable, with consistent attendance
• Strong time management and organizational skills
• Ability to work independently as well as collaboratively within a team
• Familiarity with Gorgias and Shopify is a plus