Customer Support Agent

Responsibilities:
* Customer Interaction:
* Promptly respond to customer inquiries through email, live chat, and other online platforms.
* Resolve customer issues and concerns with the utmost professionalism and courtesy.
* Provide product information and assistance, ensuring a comprehensive and satisfying shopping experience.
* Order Management:
* Assist customers with placing orders, tracking shipments, and processing returns and exchanges.
* Collaborate with the logistics team to resolve any delivery-related issues promptly.
* Feedback Management:
* Collect and analyze customer feedback for continuous service improvement.
* Escalate unresolved issues and feedback to the relevant department for further resolution.
* Product Knowledge:
* Maintain up-to-date knowledge of our product range, features, and availability.
* Make personalized product recommendations based on customers’ needs and preferences.
* Documentation:
* Accurately record details of customer interactions, transactions, and resolutions.
* Update customer records in the database, ensuring data accuracy and confidentiality.
* Multi-Tasking:
* Manage multiple customer interactions simultaneously, while maintaining attention to detail and a positive demeanor.
* Team Collaboration:
* Work closely with other departments, such as sales, marketing, and fulfillment, to optimize the customer experience.
* Participate in team meetings and training sessions to continually enhance product knowledge and customer service skills.

Details:
Responding to emails, social media messages and comments.
Checking disputes
Checking orders on Rush app for orders that has no update or for any failed delivery
Checking orders if there are unfulfilled for days
Updating SOP if needed

Qualifications:
* Proven experience in customer service, preferably in an e-commerce setting.
* Strong written and verbal communication skills.
* Proficiency in using computers and various software applications, including CRM systems.
* Ability to multi-task, prioritize, and manage time effectively.
* High level of professionalism, patience, and empathy.
* Detail-oriented with a strong problem-solving mindset.
* Familiarity with e-commerce platforms and online shopping experiences.
* Available to work in shifts, weekends, and holidays as per business needs.”