Customer Support Agent

As a Customer Service Representative at our company, your primary responsibility will be to handle customer queries across various channels such as email, live chat, phone calls, and social platforms. You will be expected to maintain detailed records of all customer interactions using our support system. Additionally, you will collaborate closely with logistics, tech, and warehouse teams to ensure smooth order processing and effective resolution of any issues that may arise. It will be your duty to monitor customer feedback, identify trends, and suggest process improvements that can enhance the overall customer experience. You will be required to escalate complex issues to the relevant internal teams and diligently follow through until a resolution is achieved. Meeting or exceeding key performance indicators (KPIs) such as response time, resolution time, customer satisfaction score (CSAT), and first contact resolution (FCR) will be essential. During peak season operations and promotions, you will play a crucial role in providing support and ensuring timely and clear communication with customers. To excel in this role, you must have at least 1 year of experience in customer service, preferably in an e-commerce setting. A Bachelor's degree in any discipline is also required. Strong written and verbal communication skills are essential for this position, along with proficiency in using customer service tools such as Zendesk or similar platforms. Being empathetic, patient, and detail-oriented will be key attributes that will help you succeed in this role. The ability to multitask and stay organized in a fast-paced environment is crucial for effectively managing the responsibilities of this position. This is a full-time position with a day shift schedule. The work location is in person.,