Experienced
Remote
Posted 3 months ago
We are seeking a skilled and proactive Customer Support Specialist to join our team. This role is crucial in ensuring customer satisfaction through timely problem-solving, effective communication, and a strong understanding of our product offerings.
Responsibilities:
- Responding to customer tickets via Gorgias and WhatsApp Zoko.
- Processing orders, creating shipping labels, and managing replacements.
- Providing detailed troubleshooting for customer issues, including:
- Hosting Zoom calls to assist customers in solving problems and explaining product functionality.
- Making phone calls to correct address details or resolve order-related issues.
- Handling unexpected situations with products and proactively solving problems.
- De-escalating customer stress by taking immediate action to resolve issues.
- Gaining and maintaining in-depth knowledge of full product functionality to troubleshoot advanced issues effectively.¸(look for some one that is in electronic sales)
- Making independent decisions on refunds, returns, and resending items.
- Following up with customers until issues are fully resolved.
- Communicating with DHL and UPS to resolve shipping problems.
- Keeping Monday.com updated with the progress of each task and ticket.
Must-Have Requirements:
- Advanced English Proficiency: Both written and spoken fluency in English.
- Shopify Expertise: Advanced knowledge and experience in managing Shopify stores.
- Sales and Negotiation Skills: Ability to handle sales inquiries and upselling effectively.
- Technical Skills: Proficient in Microsoft Word and Excel.
- Platform Experience:
- Familiarity with Gorgias, Slack, and Monday.com.
- Experience in Stripe and PayPal dispute resolution.
- Live Support Experience:
- Experience providing live support via Zoom or other apps.
- Use a webcam and headset both high-quality .
- WhatsApp Expertise: Advanced use of WhatsApp for customer support.
- Electronic Product Sales: Prior experience selling electronic products is essential.
- Address Structure Knowledge: Understanding how to handle and verify address corrections.
- Live Chat Support Experience: Ability to manage multiple conversations effectively.
- Reliable Internet Connection: High-speed internet with uninterrupted power supply 24/7.
- Availability After Hours: Able to respond quickly outside working hours when needed.
Work Schedule:
5+1 days per week.
Shift schedule: 8 hours per day on weekdays and 5 hours on weekends.