Jobs and Careers

Customer Support Representative - (ZR_18547_JOB)

UKRemotefull_timeVerifiedPosted 17 Dec 2024

About the role

This is a remote position.

Schedule: Monday to Friday 8:30am to 5:00pm Hollywood, FL Time with 30 mins unpaid break.

About the Role: We are rapidly growing and are currently looking to expand our Client Success team. The goal is to provide top quality experience to our e-commerce customers and product resellers across Canada, the USA, and Europe.

Key responsibilities
• Answers inbound phone calls, emails and support tickets from customers and distributors via integrated, cloud-based suite of services as well as other backoffice IT systems
• Addresses and resolves customer issues in a courteous, timely and efficient manner.
• Demonstrates strong customer orientation and able to handles a wide variety of issues -- determines appropriate actions to be taken based on established guidelines and Standard Operating Procedures
• Provides accurate, dependable service to customers related to account status, company policy, special programs and promotions, delivery service, product information, returns, web navigation, etc.
• Processes merchandise adjustments, replacements, returns, prepare credit allowances/refund and create invoices
• Continually uses available resources, marketing and training materials, to stay current in product/ promotional knowledge, customer service skills, and computer technology skills that are essential for successful communication
• Shares ideas around possible improvements in process and customer experience

Requirements

• Must be a university graduate.
• Relevant work experience of at least 2 years in Customer Care / Service profile including prior experience in Live Chat, Email and Phone based communication.
• Strong verbal and written communication skills - must have the ability to construct effective sentences, reply in person and via email in a friendly and professional tone
• Strong interpersonal skills with the ability to actively listen, identify corrective action and implement resolutions
• Strong organizational skills and ability to prioritize
• Be able to handle pressure and demonstrate flexibility and adaptability
• Strong follow-through, persistence and proactive thinking
• Robust attention to detail and accuracy
• Capability to deliver both independently and in team environments, depending on business needs
• Comfortable with MS Office (Word, Excel, PPT, Outlook email)