NEW Customer Support + Operational

Important Note: We are specifically looking for a candidate who can work during the second part of the day, complementing our existing employee who works in the first part of the day. This role requires adaptability to this specific shift to ensure continuous and efficient customer support coverage.

Job Description:

As a Customer Support Specialist, you’ll be the first point of contact for our customers, ensuring their needs are met and their concerns are addressed promptly and professionally. You’ll be responsible for managing various tasks related to customer support and order management, as well as some operational tasks to support our growing business. In this role, you will also need to collaborate and coordinate effectively with the other customer support employee to ensure seamless service delivery and maintain the high standard of customer care that our company prides itself on. This collaboration is key to providing a unified and efficient response to customer inquiries and maintaining operational excellence.

Key Responsibilities:

Customer Support
-Compile and provide a list of customer suggestions and recommendations to the team.
-Email support: respond to customer inquiries and concerns.
-Phone support: manage and complete CallHippo Excel files.
-Live chat support: engage with customers in real-time.
-Monitor and update review count, completing related Excel files.
-Identify and contact potential affiliates, distributors, and influencers.
-Import Amazon reviews to Shopify.
-Process replacements and refunds.
-Contact customers with defective items.
-Create, check, and follow up on Amazon cases.
-Compile a weekly list of negative reviews.
-Find and contact negative reviewers.
-Answer Seller Central and Google messages.
-Monitor Amazon listings and inventory levels.
-Respond to Amazon product questions.
-Prepare weekly reports.
-Create and maintain Standard Operating Procedures (SOPs).

Operational
-Send products to customers via Amazon Fulfilment.
-Fulfill Shopify orders.
-Create new Shipments to Amazon Warehouses.
-Cooperate and coordinate with our shipping agent.
-Complete and update the Shipments Excel sheet and track them weekly.
-Update the quantities for all products, taking into account units in stock, in production, in transit, and any other locations.
Insert new orders details and update the payment status for the old ones.
-Manage PayPal orders, including adding tracking IDs.
-Perform additional operational tasks as needed to support the business.

Requirements:

-Fluent in English, both written and spoken.
-Proven experience in customer support or similar roles.
-Excellent communication and interpersonal skills.
-Strong problem-solving abilities.
-Attention to detail and excellent organizational skills.
-Ability to work independently and manage multiple tasks.
-Familiarity with e-commerce platforms such as Shopify and Amazon.
-Proficiency in Microsoft Excel and other Microsoft Office applications.
-Experience with CallHippo, Live Chat, and other customer support tools is a plus.

Additional Benefits:

We offer double payment for weekend working hours, if needed.
A 13th salary bonus at the end of the year.