Customer Support Specialist - 19487
Somewhere
Customer Support Specialist
Comp: 1200-1600 USD
Search: South Africa & Philippines
Hours 9:30am -6:00pm EST
2 interviews and a written assessment
About the Role:
We are seeking an experienced Customer Support Specialist to join our client's team, with a focus on delivering outstanding customer service to our clients. Following the success of our previous hire, we are looking for a talented individual from South Africa or the Philippines who can help replicate that success. This is a remote, full-time position that requires a high level of English proficiency, as well as experience with Shopify and either Zendesk or Gorgias.
Key Responsibilities:
● Customer Support: Provide timely, professional, and friendly support to customers via email, phone, live chat, and social media platforms, ensuring a high level of customer satisfaction.
● Order Management: Assist customers with order inquiries, returns, servicing, and exchanges, and ensure all customer requests are accurately processed in our Shopify store.
● Provide styling suggestions and facilitate custom order placement.
● Platform Expertise: Utilize Gorgias to manage tickets, track customer interactions, and provide seamless service across all touchpoints.
● Collaboration: Work closely with the team to identify customer issues and proactively resolve them, contributing to the continuous improvement of our customer support processes.
● Documentation & Reporting: Maintain accurate records of customer interactions and feedback, providing valuable insights to improve customer experiences.
● Time Zone Adaptability: Must work efficiently within US Eastern Time Zone hours
Requirements:
● English Proficiency: Exceptional written and spoken English, with a focus on clear, friendly, and professional communication.
● Experience: Minimum of 3-5 years in a customer support role, with prior experience in a Shopify-based environment.
● Platform Experience: Proficiency with Zendesk or Gorgias customer service platforms (or similar).
● Location: Candidates must be based in South Africa or the Philippines.
● Time Zone Flexibility: Prior experience working with US-based companies or in a US Eastern/Central/Pacific time zone is highly preferred.
● Cultural Fit: A strong work ethic and a customer-centric mindset similar to our previous hire's successful performance. Bonus if you’ve worked with US-based companies previously.
● Backup Power and Wifi: Must have a stable internet connection and backup source of electricity if power is frequently lost in your location.
Desirable Traits:
● Problem-Solving Skills: Ability to think on your feet and solve customer issues efficiently.
● Tech-Savvy: Comfortable navigating eCommerce platforms and customer support tools.
● Attention to Detail: Ensuring accurate records and providing the correct information to customers is essential.
● Team Player: A positive, collaborative attitude to work well with other team members.
● Adaptability: Ability to manage a high volume of requests and switch between tasks quickly while maintaining excellent service quality.
● Personable and Confident: Able to make friendly conversation with customers and deliver a more personal touch when interacting.
● Interest in Jewelry is a big plus.
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