Location: On-site at our fulfillment center in Conyers, Georgia.

Hours: Full-time with flexibility for weekends as needed.

Overview

Do you thrive in a role where you can help others and make a difference? Join our fast-growing team as the customer service representative, where you’ll be the face of our company, helping customers navigate their questions and concerns while delivering an exceptional experience. You’ll handle inquiries, resolve issues, and work collaboratively with other departments to ensure customer satisfaction. If you’re a great communicator, enjoy problem-solving, and are motivated by helping others, we’d love to have you on our team.

You will be the primary customer support for two of our brands: Ashworth Golf and BIKE Athletic . Both these brands currently handle all customer service enquiries through email, but we expect to add chat and phone capabilities in the future.

At Newtimes Group, we believe that outstanding customer service begins with a dedicated team. We’re committed to creating an environment where employees feel valued, supported, and empowered to succeed. As a fast-growing organization, we offer opportunities for growth, recognition for achievements, and the chance to make a meaningful impact every day. If you’re ready to bring your passion for service to a company that values you, Newtimes Group is the place to be.

Responsibilities

• Listen to customers : Actively understanding customers' concerns and questions, including their tone and other cues
• Provide information : Give customers clear, accurate and concise answers to their questions and provide information about products and services
• Take orders : Take orders, calculate charges, and process payments
• Handle complaints : Handle customer complaints and provide solutions in a timely manner
• Follow up : Follow up with customers to ensure their issues are resolved in a timely manner
• Record interactions : Keep records of customer interactions and actions taken
• Refer customers : Refer customers to appropriate departments when necessary
• Improve quality : Identify customer needs and provide proactive solutions to improve their experience
• Streamline processes : Collaborate with team members to share insights and develop better processes
• Support Warehouse Operations : Process customer returns as needed and as time allows.

Qualifications & Skills

• Minimum of 2 years’ experience in customer service for a direct-to-consumer company, preferably in apparel
• Strong computer skills in Microsoft Office applications and the ability to learn new applications quickly
• Shopify experience preferred
• 55/60+ WPM typing speed
• Second language a plus
• Communication: Have excellent written and verbal communication skills, including great phone etiquette, active listening and clear speaking
• Empathy: Be able to understand and empathize with customers
• Patience: Be patient and have self-control
• Adaptability: Skilled at multitasking and handle high-pressure situations calmly
• Problem-solving: Be able to solve problems and resolve conflicts
• Quick learner: Able to absorb information about our brand(s), product offerings, systems, and communications/advertising program
• Attention to detail: Proven to be organized, methodical and rigorous
• Self-starter: Able to work without close supervision and to take ownership proactively of issues while keeping multiple people in the loop
• Positive attitude: Have a positive attitude and go the extra mile to help customers
• Team player : Able to work effectively across multiple teams and develop great relations with co-workers