Customer service

As a Customer Support Representative, your primary role will be to assist customers by responding to inquiries, resolving issues, and ensuring a positive experience. You will handle customer emails, messages, and complaints with professionalism, efficiency, and empathy. Your goal is to ensure that every customer feels heard, valued, and satisfied with our service.

Key Responsibilities:
Respond to customer emails, messages, and social media inquiries in a timely and professional manner (
Handle customer complaints, returns, and issues with patience and empathy, ensuring customers feel heard and valued.
Offer solutions, initiate actions to resolve issues, and keep customers updated on the status of their inquiries.

Issue Resolution:
Investigate customer complaints and issues, providing appropriate solutions (e.g., refunds, replacements, or technical support).
Ensure that issues related to delivery delays, product availability, and returns are handled efficiently.
Use tools such as the CRM system (Reamaze) to track customer issues and provide updates.

Professional Writing:
Draft clear, concise, and polite responses to customer emails using templates and guidance, ensuring a positive tone.
Use ChatGPT (or similar tools) to assist in drafting professional responses, reviewing generated content before sending it to the customer.
Product Knowledge:

Work closely with the Customer Support Manager for approval on complex or uncertain issues.
Escalate unresolved or technical issues to the appropriate departments, including the supplier or logistics team.

Skills and Qualifications:
Excellent Communication Skills: Clear, professional, and empathetic communication is essential.
Problem-Solving: Ability to find practical solutions to customer issues and manage challenging situations.
Attention to Detail: Carefully follow procedures and ensure that customer queries are handled correctly.
Proactive: Take ownership of customer issues and actively work to resolve them in a timely manner.
Tech-Savvy: Comfortable with using CRM systems (Reamaze) and email platforms. Familiarity with Reamaze, ChatGPT or similar AI tools is a plus. Familiarity with hubstaff is also a plus.
Team Player: Able to work collaboratively with other team members and departments to deliver the best customer experience.

Working Hours:
Your work schedule will consist of daily shifts spread across the morning, afternoon, and evening. The exact timings will be arranged to ensure optimal coverage for customer support and will be discussed during the onboarding process.

Why Join Us?
Positive Work Environment: We foster a supportive and collaborative team atmosphere.
Growth Opportunities: There is room for growth within the company as we expand.

If you want to apply for this position within the company, please start your letter with the word: Inhouse.