Customer Service Representative (Email and Chat)

At Higher Support Agency, we're passionate about propelling online businesses forward. Specializing in customer service solutions, marketing strategies, and website development, we provide the tools and expertise ecommerce businesses need to stand out and succeed. We're also on the hunt for driven Customer Support Representatives to join our team and help us make an even bigger impact!

We're looking for experienced and reliable Customer Support Representatives to join our team and manage some of our most valued ecommerce clients. In this role, you'll be the main point of contact for our email and chat support, assisting customers with their inquiries and ensuring a seamless experience. You'll handle payment processing, and collaborate with various teams to manage and fulfill customer orders. You'll also play a key part in identifying any improvement areas in our processes to keep our operations efficient and effective.

Key Responsibilities:

Promptly respond and resolve customer inquiries and provide support via email and chat, upholding our SLA’s.
Verifying and logging customer payments, and processing associated orders
Maintain highly accurate records of customer interactions and payments
Coordinating with logistics teams to ensure fulfillment of customer orders
Spot and escalate any emerging issues coming through customer feedback
Stay on top of process changes, and overshare with feedback to improve our efficiency & enhance customer experience through team collaboration

Qualifications:
Minimum of 2 years experience in a customer service role with an e-commerce company
Superior email and chat customer service writing skills, with no need to correct your grammar
Proficient in using CRM ticketing systems (Gorgias, Zendesk or similar)
Experience in using eCommerce platforms (WooCommerce, Shopify, or similar)
Strong experience with Google Sheets and spreadsheet management, knowledgeable in using formulas
Confident multitasker and ability to prioritize effectively
Strong problem-solving skills, and a customer-focused mindset
Ability to work autonomously, must be highly reliable with minimal supervision
Have your own reliable high-speed internet, computer/laptop, and sufficient backups

This is a fully remote position. We have 1 full-time, and 1 part-time position available. Schedule will be as follows:

Week 1 - Training for both: 5am-1pm PST (9pm-5am Philippine Time), Monday-Friday
Week 2 onwards:
Full-time schedule: Mon-Fri, 5am-1pm PST (9pm-5am Philippine Time)
Part-time schedule: Sat-Sun, 6am-2pm PST (10pm-6am Philippine Time)

To apply for this job, please fill out this form: https://forms.gle/DHpP7gXCCiB9ptkH6 so we have a better idea of you as an applicant. Looking forward to hearing from you!