Customer Support Representative

Job Description: Customer Support Representative

Position: Customer Support Representative
Location: Remote
Hours: 8-10 hours per day
Compensation: $3 per hour (starting rate, with potential for increase based on performance)
Contract: Long-term
Days Off: 1 day off per week

About the Role:

We are seeking a dedicated and motivated Customer Support Representative to join our e-commerce team. This is a long-term contract position that requires a commitment of at least 8 hours per day, with the possibility of working up to 10 hours. The ideal candidate is a fast learner with excellent communication skills and a passion for helping customers.

Key Responsibilities:

Customer Interaction:

Respond promptly to customer inquiries via email, chat, and phone.
Provide accurate, valid, and complete information by using the right methods and tools.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
Order Management:

Assist customers with placing orders, tracking shipments, and processing returns and exchanges.
Update customers on order status and any changes that may occur.
Coordinate with the logistics team to ensure timely delivery and resolution of shipping issues.
Product Knowledge:

Maintain a deep understanding of the products and services offered.
Provide customers with detailed product information and recommendations.
Stay up-to-date with product updates, changes, and new releases.
Issue Resolution:

Identify and assess customers’ needs to achieve satisfaction.
Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, and selecting and explaining the best solution.
Follow up to ensure that appropriate actions were taken on customers’ requests.
Documentation and Reporting:

Keep records of customer interactions, process customer accounts, and file documents.
Generate reports on customer feedback, inquiries, and issue resolution status.
Provide feedback to management on the efficiency of the customer service process.
Customer Relationship Management:

Build sustainable relationships and trust with customer accounts through open and interactive communication.
Engage with customers proactively to foster a positive customer experience.
Collaborate with the sales and marketing teams to enhance customer satisfaction.
Administrative Tasks:

Handle various administrative duties as assigned.
Ensure all tasks are completed efficiently and on time.
Assist in training and supporting new customer support representatives as needed.
Qualifications:

Proven customer support experience or experience as a client service representative.
Strong phone contact handling skills and active listening.
Familiarity with CRM systems and practices.
Customer orientation and ability to adapt/respond to different types of characters.
Excellent communication and presentation skills.
Ability to multitask, prioritize, and manage time effectively.
High school diploma or equivalent; college degree preferred.
Reliable internet connection and a suitable workspace.
What We Offer:

Competitive starting rate with opportunities for salary increases based on performance.
A flexible and supportive work environment.
Opportunities for professional growth and development.
If you are a motivated individual with a passion for customer service and a desire to contribute to a growing e-commerce business, we would love to hear from you. Apply today to join our team!