Customer Support

Job Summary

The Customer Service Representative is responsible for delivering exceptional customer support through Zendesk by handling customer inquiries, return requests, merchant communications, order tracking concerns, Seel insurance-related issues, and app support. The role requires excellent communication skills, strong attention to detail, and the ability to meet strict service level agreements (SLAs) while ensuring accurate and timely resolution of customer concerns.

Key Responsibilities

Customer Support

● Respond to customer inquiries via Zendesk, chat, and email in a professional, empathetic, and solution-oriented manner.

● Review customer conversations and accurately identify concerns and required actions.

● Provide timely updates and resolutions while maintaining a positive customer experience.

● Document all customer interactions and case details accurately within Zendesk.

Return Assistance

● Review and validate customer return requests, order details, and item information.

● Locate and access merchant return portals when necessary.

● Submit return requests on behalf of customers according to merchant policies.

● Collect and verify return shipping labels, QR codes, return instructions, and return addresses.

● Accurately update ticket records and resolve completed return cases.

● Document failed return attempts and apply appropriate tags and notes according to established procedures.

Merchant Communication

● Contact merchants regarding order status inquiries, delayed shipments, cancellations, refunds, and other customer concerns.

● Monitor merchant responses and provide customers with timely updates.

● Escalate unresolved issues when necessary.

Seel Insurance and App Support

● Assist customers with package protection claims, lost, stolen, damaged, or delayed package concerns.

● Guide customers through Seel App features, including order tracking, returns, claims reporting, email connection, and Seel Cash withdrawals.

● Coordinate with Seel Support when additional assistance is required.

Qualifications

● High School Diploma or equivalent required.

● Previous customer service, chat support, or email support experience preferred.

● Experience using Zendesk or similar ticket management systems is an advantage.

● Excellent written and verbal English communication skills.

● Strong problem-solving, organizational, and multitasking abilities.

● Ability to work independently while maintaining quality and productivity standards.

Performance Expectations and Service Level Agreements (SLAs)

● Maintain a First Response Time (FRT) of less than 1 minute for all live support tickets.

● Provide a complete manual response and case assessment within 10 minutes of ticket creation.

● Process eligible return requests and submit them through merchant return portals within 30 minutes of ticket receipt when the request is actionable.

● Resolve non-processable or failed return requests within 10 minutes by properly documenting the reason and following escalation procedures.

● Maintain high accuracy in ticket documentation, return processing, and merchant communications.

● Meet or exceed customer satisfaction, quality assurance, and productivity targets established by management.

Key Competencies

● Customer Service Excellence

● Written Communication

● Attention to Detail

● Time Management

● Problem Solving

● Merchant Coordination

● Zendesk Ticket Management

● Conflict Resolution

● Process Compliance

● Multitasking and Prioritization