Customer Support Representative

Job description

We are seeking a dedicated and detail-oriented Customer Support Representative to join our team. The ideal candidate will be responsible for managing customer inquiries and ensuring timely and effective resolutions through various communication channels. This is a part time employment only. Shift Schedule: EST ### Key Responsibilities: - Respond promptly to customer inquiries via email, messaging platforms, website chat, and social media messages. - Manage and resolve customer issues through our ticketing system, Zendesk, ensuring all communications are logged accurately. - Provide professional and empathetic support to customers, addressing product inquiries, order updates, troubleshooting, and general questions. - Collaborate with other departments to resolve complex issues and escalate cases when necessary. - Monitor and manage social media messages and comments, providing timely responses that align with the company’s tone and values. - Assist with processing returns, exchanges, and refunds, adhering to company policies. - Identify recurring issues and suggest process improvements to enhance the customer experience. - Maintain up-to-date knowledge of the products and services to provide accurate information to customers. ### Requirements: - 2-3 years of proven experience in customer support, using Zendesk as a ticketing system. - Excellent written communication skills with a professional and empathetic tone. - Ability to multitask and manage multiple communication channels simultaneously. - Strong problem-solving skills and attention to detail. - Familiarity with social media platforms and online chat systems. - Self-motivated and able to work independently in a remote environment. - Availability to work full-time, including occasional weekends or holidays if required. ### Preferred Qualifications: - Experience in e-commerce or retail customer support. - Knowledge of timepieces or a passion for creative and artistic products. - Familiarity with social media management tools. ### What We Offer: - Flexible remote work environment. - Opportunities for professional growth and development. - A supportive and collaborative team culture