Customer Support Officer Representative

We are looking for a qualified Customer Support Officer Representative to manage customer queries and complaints.
If you are experienced in customer service, and have a strong interest in working in an e-commerce industry, we would like to meet you.
Our ideal candidate has exceptional written communication skills and is a ‘people person’ with great customer service skills.
You must be comfortable with thinking on your feet and making personalized decisions for the good of the company and customer.
This role deals solely with customer service inquiries and complaints via email or Facebook Messenger, no call handling involved.
Responsibilities:
• Respond to comments and customer queries in a timely manner – within 1 -5 hours
• Deliver a friendly and concise experience by acting as the front line of communication (primarily via email and Facebook DMs) to our customers
• Work extensively with customers to provide timely solutions including, order entry, order follow-up, shipment tracking, order updates, payment issues etc.
• Acknowledging and resolving customer complaints.
Knowing our products so you can answer questions.
• Adding to and improving upon customer support decision trees
• Please add the keyword STARS to the subject line of your application
• Have personalized conversations with existing and potential customers
Requirements:
• Open to feedback and adaptable to changes
• Excellent English writing skills
• Experience in tracking and analysing relevant customer service metrics
• Experience in the usage of different platforms such as Freshdesk & Shopify
• Native or near-native English language skills
• Great written communication and problem-solving skills
• Strong organization skills and dedication to completing tasks
• Detail-oriented (spelling, grammar, product info, following up)
• Fast response time in US time zones
• A reliable fast internet connection
We are looking for a candidate that is ready to start ASAP. There are a few test tasks that will need to be completed before being accepted (you will be paid for your time). If you are chosen for the role, we will expect you to begin within the week.