Customer Support Representative

Posted Sep 9

Job Summary:

The Customer Support Representative is the front line of our brand's communication, ensuring that our customers always feel valued, heard, and satisfied. This role requires impeccable English and grammar skills, the ability to manage customer expectations with grace, and the critical thinking skills to troubleshoot and solve problems in real-time.

Responsibilities:

1- Customer Interaction:

  • Respond to customer queries via email, chat, social media, and phone in a timely and accurate manner.
  • Handle complaints, provide appropriate solutions within a time limit, and follow up to ensure resolution.
  • Provide product and service information, assist with placement of orders, refunds, or exchanges.

2- Problem Solving:

  • Use critical thinking to identify the root cause of issues and provide solutions that are in line with company policies and benefit the customer.
  • Collaborate with cross-functional teams to address and resolve product or technical issues.

3- Feedback and Continuous Improvement:

  • Gather feedback from customers and share insights with the team to help improve products, services, and processes.
  • Stay updated with company offerings, policies, and best practices.

4- Maintain Professionalism:

  • Ensure all written and verbal communication is clear, polite, and professional.
  • Stay composed and empathetic in all customer interactions, even when facing challenging or demanding situations.

5- Administrative Duties:

  • Maintain records of customer interactions, transactions, comments, and complaints.
  • Utilize customer relationship management (CRM) systems and tools effectively, with a preference for those experienced with Kustomer CRM.

Requirements:

  • Minimum of 2 years experience in a customer support role, preferably in the eCommerce sector.
  • Proficiency in written and spoken English, with exemplary grammar skills.
  • Experience with Kustomer CRM is a significant plus.
  • Ability to stay calm and professional in high-pressure situations.
  • Proven ability to manage expectations and resolve customer issues in a positive manner.
  • Strong multitasking abilities and attention to detail.
  • Team player with a proactive attitude.