Company Description

About Balsam Brands: Balsam Brands is a global eCommerce retailer with roots in holiday and home décor. Our flagship brand is Balsam Hill™, the world’s leading retailer of artificial Christmas trees and holiday décor. We strive for excellence in everything we do and present a unique opportunity for those seeking to have an impact in a people-first company that values relationship-building, authenticity, and doing the right thing. We have steadily growing teams in Boise, the Bay Area, Ireland, the Philippines, and most recently – Mexico City!

The company’s mission is to create joy together. We empower our team and partners to love what they do, provide products and experiences that inspire meaningful moments with family and friends, and give back to our communities. When you join Balsam Brands, you’ll find a culture of caring people doing challenging work while building a welcoming workplace.

• Balsam Brands on LinkedIn: http://www.linkedin.com/company/balsam-brands/
• Balsam Brands on Instagram: https://www.instagram.com/balsam_brands/
• Balsam Brands in Forbes: https://bit.ly/balsambrandsforbes

In 2023, Balsam International, our Regional Operating Headquarters in the Philippines, received the Great Place To Work recognition which is a testament to the People First culture that we have built over the years.

Team Manila represents nearly every function in the company — from Marketing to Operations and everything in between. Everyone gets to enjoy company-issued laptops and full employee benefits including HMO coverage, mental health support, paid time off, 13th-month pay, and many more. The company trips, wellness benefits, and other perks are just the cherry on top of our permanent work-from-home setup.

• Balsam International on Facebook: https://www.facebook.com/BalsamInternationalPH
• Balsam International on LinkedIn: https://www.linkedin.com/company/balsam-international-unlimited

At Balsam International, we strive to build a diverse, equitable, and inclusive team to fulfill our purpose to create joy together. Balsam International is proud to be an equal opportunity employer. We encourage people from all backgrounds, ages, abilities, and experiences to apply. We do not discriminate on the basis of race, ethnicity, religion, national origin, citizenship, marital or family status, disability, sexual orientation, gender identity or expression, pregnancy or caregiver status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Job Description

Balsam International is looking for Order Processing Chat Support Representatives who will be responsible for communicating via Live Chat with our Customer Service team across all geographies. Their role is to provide assistance as they help our customers resolve various shipping escalations including delayed order status, resolving mis-shipments and order cancellation requests.

This role is part of the OPT Chat Wave 4 OR 5Training.
Training Start Date: September 30, 2024 OR October 7, 2024
End of Contract: December 31, 2024

What you’ll be doing:

• Customer Service team’s real-time point of contact thru live chat as they assist our customers in resolving various shipping escalations.
• Implement shipping problem solutions using the Company’s approved policies and procedures.
• Coordinates regularly with the company’s Operations team and Order Processing team leads so updated information are always utilized and cascaded to the broader team.
• Perform all other analogous tasks as requested.

What we’re looking for:

• College Level
• Minimum 1 year of relevant work experience is a plus. Or, with experience working in a BPO company.
• Strong communication skills both in written and oral form, works with a team effectively, manages work and deliver results.
• Ability to work under pressure and adhere to guidelines which would include the following:
  • Working lunch (but shortened shift) during busy days/weeks
  • Split shift as needed based on business need (peak weeks)
  • Adherence to lunch and paid break schedules
• Possesses strong process skills with particular attention to detail
• Ability to analyze, troubleshoot and identify issues/solutions.
• Proficient and comfortable with technology.
• Ability to multitask and prioritize effectively.
• Willingness to ask questions, troubleshoot and obtain clarification when needed.
• Experience working remotely is a plus!
• Comfortable in working through a task via electronic means (email, chat and task management applications)

Location: The Order Processing Chat Support Representative role is a remote seasonal position for Balsam International Unlimited Philippine ROHQ in Manila. Team members in the Philippines are located within Metro Manila, Bataan, Batangas, Bulacan, Cavite, Laguna, Pampanga, Rizal, and Tarlac areas only.

Our must-haves:

• Applications of past seasonal hires who relocated outside of our allowed areas will be evaluated based on their current location and performance during their time in Balsam.
• Must not have any planned trips or long vacations between September 30, 2024(or October 7, 2024) to December 31, 2024, especially during the holidays.
• Must not have other work/employment commitments conflicting with the scheduled work hours set by the Operations Team.
• Must have a dedicated, functional laptop that meets the following specifications:
  • For Windows users:
    • OS Windows 7 – 64 bit or higher
    • Processor: Intel or AMD Dual Core with 2.0 GHZ up, Intel Core i3 or better
    • Working MS Office 365 or any version
    • RAM/Memory: 8GB or higher
    • Storage: 128 SSD or 250GB HDD or higher
  • For Mac users:
    • Processor: Intel Core i3/i5/M series
    • Updated Mac OS
    • Working MS Office 365 or Apple built-in apps
    • Memory: 8GB or higher
    • Storage: 128GB or higher for SSD, 250GB+ for HDD
• Must have a fast, reliable DSL, Fiber, or Broadband connection (not mobile or broadband stick) as the primary internet connection with a minimum actual speed of 50MBPS. Proof of subscription will be required.
• Must have contingency plans in the event of any power outages, connection disruptions or related circumstances.
• Must be willing and able to work on a flexible schedule to depending on the business needs. Shift adjustment requests will not be accommodated.

Note: An online assessment will also be part of the recruitment process.

Status: This is a contractual, home-based job that requires a scheduled eight (8) hours of full-time, dedicated work daily, five days a week. Paid overtime may be required. If performance is up to standard, the contract will be effective from September 30, 2024 (or October 7, 2024) to December 15, 2024. Note that there could be contract extensions depending on the needs of the business.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Originally posted on Himalayas