Customer Service Specialist
Description
Ziff Davis Shopping helps millions of shoppers discover and save, delivering exceptional consumer and merchant-advertiser experiences across a portfolio of leading mobile and ecommerce brands. Our domestic brands include RetailMeNot, Offers.com, Blackfriday.com, TechBargains and more. We also run the leading Cash Back, Reward and Coupon codes brands in the UK (Voucher Codes).
Launch Gift Cards (LGC), a division of Ziff Davis, is a technology solutions provider for the closed-loop gift card industry, providing digital commerce tools for gift card programs including B2C e-commerce and B2B bulk functionality. LGC’s platform has been built from the ground up using modern APIs and services that enable a 100% custom solution for clients. The goal is to make it truly look and feel like a client-developed solution, without bothering their engineers to build it. LGC offers full fraud indemnification and an automated chargeback process, further protecting our clients.
We are currently looking for a Customer Service Specialist to add to our dynamic Launch Gift Cards team.
About The Role:
The Customer Service Specialist will interact with the company’s customers by addressing inquiries and resolving complaints, generally providing a higher level of customer support on a specific product or service.
What You’ll Do:
- Provide support for B2B gift card order fulfillment
- Evaluate new B2B customers according to department criteria and approve appropriate customers
- Facilitate B2B customer orders by evaluating order requests, confirming payments and approving appropriate orders
- Facilitate delivery of B2B orders through file delivery or email campaign methods
- Ensure customer satisfaction by answering all inquiries regarding gift card purchases via email and online ticketing system
- Utilize system of macro driven responses to drive efficiency
- Provide customized responses when necessary on unique issues
- Raise potential ordering or gift card issues to appropriate team members for quick resolution
- Provide a high level of customer service across all interactions to drive customer satisfaction and repeat purchase
- Partner with relevant clients when client-specific issues arise to drive issues to satisfactory conclusion
- Grow in knowledge of dispute and refund processes to support team members on these issues
- Review processes and procedures for continual improvement, focusing on opportunities to improve efficiency and customer service
Qualifications:
- 2-3 years of experience supporting customers via email, chat, or phone
- Experience with payments, accounting, electronic funds transfer/ACH system or other financial systems
- Ability to recognize and resolve problems before they arise and report trends to management
- Ability to multitask and prioritize in a fast-paced environment
- Organized, detail-oriented, and process-driven to enhance cross-functional collaboration
- Demonstrated ability to work independently and remotely
- Experience with client management preferred
- Bachelor’s degree in a relevant field preferred
- Ability to work Pacific Time Zone preferred
We Offer Great Benefits:
- Company-sponsored medical, dental, and vision insurance (including domestic partner coverage) + pet insurance
- Flexible Vacation / Paid Time Off
- Charitable Giving Programs that include Paid Time off to volunteer and donation match
- Family Planning Programs like MAVEN Fertility Concierge
- Pregnancy and Paid Parental Leave (up to 16 weeks)
- 401K savings plan with employer match
- Employee stock purchase program (ESPP)
- Wellness Programs: Gym reimbursement, Lose It! and Calm subscriptions
- Hybrid, Remote and Flexible work arrangements
- Diverse and inclusive employee resource groups where you can collaborate with teams across the company while making an impact in the areas that most excite you!
U.S. Equal Employment Opportunity/Affirmative Action Information
Individuals seeking employment at Ziff Davis are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. You are being given the opportunity to provide the following information in order to help us align with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
Ziff Davis Shopping is a business unit within TSE. A division of Ziff Davis, Inc.
#TDSgiftcards