Balsam Brands is a multi-brand eCommerce retailer with roots in holiday and home décor. Based in Silicon Valley, the company operates market-leading website such as www.BalsamHill.com. We strive for excellence in everything we do and have been honored to receive the following awards as a result:

• Forbes: America’s Best Small Companies (2016)
• Inc. 5000: America’s Fastest Growing Private Companies (2012, 2013, 2014, 2015)
• San Francisco Business Times: Fast 100 – Fastest Growing Bay Area Companies (2012, 2013, 2014, 2015)
• Silicon Valley Business Journal: 75 Fastest Growing Private Companies (2012, 2013, 2014, 2015)

The company’s outward focus on building trusted consumer brands along with its internal focus on excellence and being a great place to work have propelled it to consistent, rapid growth.

Balsam International is our Regional Operating Headquarters in the Philippines functioning remotely with a team of hard-working, passionate professionals who contribute significantly to the company’s success. The team in the Philippines enjoy full employee benefits including mandatories (SSS, PAG-IBIG, PhilHealth), 13th month pay, healthcare coverage +2 dependents, internet subsidy (after regularization), continuous learning benefits, access to counseling sessions, paid time off including volunteer days and holiday breaks. The meal subsidies, company trips and other perks are just cherry on top of the work-from-home setup.

Balsam Brands is looking for Customer Loyalty Associate for Amazon to join our seasonal Customer Success team in the Philippines. Yo will closely work with the Customer Success team to ensure that customer concerns are address and resolved across several brands in a timely and delightful manner. Our ideal candidate is someone with excellent written English skills, strong customer service orientation, exemplary problem-solving skills, and a proactive learner's attitude. You will report to the Amazon Team Leader.

What you’ll be doing:
•    Deliver excellent and delightful customer service through email support across different brands by meeting various Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
•    Communicate with various colleagues and supervisor to ensure customer issues are resolved appropriately.
•    Understand company policies and procedures and know when to escalate and de-escalate customer service-related issues.
•    Ensure that all cases are updated in a timely manner as required.
•    Deliver tasks and projects as assigned.

What you bring to the table: 
•    College level or graduate of senior high school.
•    One (1) year of relevant work experience (Customer Service, business correspondence, corporate communications or writing).
•    Experience in customer service environments and/or Amazon is highly preferred.
•    Excellent written English communication skills.
•    Strong analytical, problem-solving, and critical thinking skills.
•    Comfortable in working remotely using CRM and online communication tools.
•    Passion to provide delightful customer service.
•    Self-motivated and able to prioritize daily work in a fast-paced environment.
•    Positive attitude and a commitment to excellence.
•    Proactive and professional communication with team members.
•    Quick to learn new information and work with minimal supervision.
•    Ability to take feedback constructively and incorporate in his/her work.
•    Basic knowledge of MS Office programs, particularly MS Excel with the skill to present and understand information in various documents and spreadsheets.
•    Experience working remotely is a plus.

Our must-haves:
•    Must be residing within Metro Manila, Bulacan, Cavite, Laguna, Pampanga, and Rizal areas only. 
•    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 be willing to attend virtual training starting on 18th of October 2021.
•    Must have a dedicated, functional laptop/desktop 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: 4GB 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: 4GB or higher
•    Storage: 128GB or higher for SSD, 250GB+ for HDD

•    Must have a back-up laptop or desktop for use, if primary laptop or desktop encounters issues.
•    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 10MBPS. Proof of subscription will be required. 
•    Must have a back-up internet connection of the same speed, if primary connection becomes spotty. (Pocket Wi-Fi and Mobile hotspot with at least 5 Mbps)
•    Must have contingency plans in the event of any power outages or related circumstances.
•    Must be willing and able to work mostly on graveyard shifts, shifting or a fixed schedule and amenable to changes in work schedules depending on business needs. Shift adjustment requests will not be accommodated.
•    Must not have any planned trips or long vacations between October 2021 to January 2022, especially during the holidays.

Note: Online assessments 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 October 18, 2021, to December 31, 2021. Note that there could be contract extensions depending on the needs of the business.