Customer Support Agent

Essential Roles and Responsibilities
Customer Success Partnership
Collaborate closely with the customer support team and leadership to align service strategies with business growth objectives.
Contribute to creating seamless processes that adapt to evolving customer needs and ensure consistent satisfaction.
Customer Support and Issue Resolution
Handle inquiries and resolve issues promptly, maintaining high customer satisfaction levels.
Streamline onboarding and support experiences to ensure customers are seamlessly integrated with our products and services.
Identify trends in customer feedback to proactively address challenges and improve processes.
Customer Engagement and Retention
Build relationships that foster loyalty and long-term customer engagement.
Execute initiatives that enhance the overall customer experience, aiming to maintain a high retention rate.
Assist in organizing customer-centric programs that reinforce trust and satisfaction.
Policy Adherence and Improvement
Follow and uphold company policies and customer service standards that align with industry best practices.
Provide feedback on policies and suggest improvements to enhance service delivery.
Learning and Development
Continuously learn and adapt to our CRM tools, SOPs, and evolving service practices.
Share insights and best practices with team members to foster a culture of continuous improvement.
Customer Support Automation and Innovation
Utilize CRM tools like Gorgias to optimize ticket handling and improve efficiency.
Identify opportunities for automation to reduce repetitive tasks and enhance workflow.
Contribute to implementing innovative tools that improve customer support operations.
Skills and Qualifications
Core Competencies
Customer-Centric Mindset: Strong ability to prioritize customer satisfaction and deliver exceptional support.
Efficient Problem-Solving: Proven track record of resolving issues quickly and effectively.
Adaptability: Ability to thrive in a fast-paced environment and adjust to changing priorities.
Collaboration: Experience working with cross-functional teams to achieve shared goals.
Behavioral Traits
Proactive Communicator: You take initiative in addressing customer needs and improving processes.
Team Player: You foster collaboration and build strong relationships across teams.
Detail-Oriented: You ensure accuracy and thoroughness in every interaction.
Empathy: You understand and connect with customers to provide personalized support.
Your Credentials
Experience: 2+ experience of working, preferably in the E-commerce Industry, Dropshipping or POD or DTC.
Language Proficiency: Good command of English (both written and spoken).