Community Care Field Relations

  • 222 SE Alder St, Portland, OR 97214, USA
  • Employees can work remotely
  • Full-time

Company Description

Sseko Designs uses fashion (and now coffee!) to create opportunity and community for women across the world and right here at home. From luxury leather travel bags to customizable footwear, Sseko creates stunning goods with an innovative business model that enables women in Uganda to attend university and pursue their dreams. Sseko products are sold by Sseko Fellows, a bright and bold community of dreamers and doers, who are using their passion and smarts to send women in Uganda to college and earn an income to pursue their own dreams.

Job Description

In this position, you will be a champion of our Compensation Plan, Policies & Procedures, and Field experience, and deliver delightful and fair service to our community of Fellows.  We are looking for an outgoing, creative, people-loving Customer Care Advocate.  You will be the first line of communication to all our customers, and you will build the Sseko mission through caring for our community.  We are looking for a team member who is competent and committed in areas of Diversity, Equity and Inclusion and who can communicate and implement policies and procdures in accordance with our DEI goals. 

In addition to that you will:

  • Manage, process, and resolve high-level Sales Field related issues regarding our Compensation Plan, Fellows Policies & Procedures, and deliver delightful, but fair service to our community of Fellows to ensure a great Field experience. 

  • Proactively think of new potential areas of compliance issues and suggest resolution. 

  • Communicate to appropriate parties (internally and externally) the nature of the issues and what needs to be resolved. 

  • Professionally handle escalated calls and complaints both verbally and in email. 

  • Manage and communicate core Fellow’s policies that impact the Fellows status at the company and their team.

  • With Business leaders, help develop streamlined mediation processes for the Field.

  • Moderate internal Facebook groups for our Fellows community.

  • Oversee all customer service mediums of communication including phones, email, live chat and social media, and SMS

  • Support Sseko Fellows in their business activities including:

    • Trunk show support

    • Fellow customer issues

    • Support fellows community initiatives

  • Handle order issue management, including backorders, returns, exchanges and other issues

Qualifications

  • Ability to handle confidential and sensitive information. 

  • Demonstrable conflict resolution, negotiation, de-escalation and interpersonal skills with a diverse customer base. 

  • Experience, competency and commitment to workplace/community Equity, Diversity and Inclusion principles and training. 

  • Detail oriented.

  • People person. Love working with people. Creative in meeting people’s needs. 

  • Positive energy

  • Strong written and verbal communication skills

  • Ability to take initiative, start and execute on your ideas

  • Great listener

  • Detail oriented

  • Strong problem-solving skills

  • Strong capacity for patience

  • Ability to extend empathy

  • Basic computer literacy is required

Additional Information

You will be a part of an innovative team that is pioneering the path that merges traditional for-profit business models with positive social change for women in East Africa and right here at home. You will have the opportunity to grow a company and develop a new model for doing business. 

Time / Opportunity

  • Start Date: January, 2021
  • Location: Preference for Portland, OR - Remote optional
  • Compensation: Depending on Experience, Health Insurance, 401k, PTO

Why:

You will be a part of an innovative team that is pioneering the path that merges traditional for-profit business models with positive social change for women in East Africa and right here at home. You will have the opportunity to grow a company and develop a new model for doing business.  

Equal Employment Opportunity:

Sseko is on a mission to use business to create educational and economic opportunities for women across the globe. This is an ambitious goal that will only be accomplished with an inclusive culture that creates space for the most creative and courageous minds to have a seat the table. We believe that in addition to being in alignment with our value for justice and equality, building a diverse and inclusive team is required in order for us to achieve our audacious dream of creating a brighter and more just future for women everywhere. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical​​​ condition, pregnancy, genetic information, gender, sexual orientation, gender identity or ​expression, veteran status, or any other status protected under federal, state, or local law.