Customer Support Officer - Email Team

ABOUT THE ROLE
Crossian is a high-growth technology-driven e-commerce business. Behind our success is our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a cumulative average growth rate of over 1000% in the last 3 years. Our mission now is to build direct-to-consumer brands and increase customer LTV.
We are looking for a customer-centric agent with extensive communication skills and a deep understanding of customer satisfaction insights. You will build strong and long-lasting relationships with our customers and your efforts will drive customer satisfaction, happiness, growth and bring added value to the organization.
This role is perfect for you if you are a self-starter, have at least 1 year of experience in customer service backed by proven tracked record implementing top notch customer service programs, policies and processes.
WHAT YOU WILL DO
- Answer and address a high volume of incoming email or chat inquiries related to product issues, sales policies, and order status in a professional and courteous manner
- Provide exceptional levels of customer satisfaction by demonstrating patience and empathy towards customers from diverse cultures and backgrounds in the US
- Identify and escalate issues to higher-level management when necessary
- Collaborate with the sales and fulfillment teams to inform customers of delayed supplies or issues hindering on-time fulfillment and suggest item substitutions when necessary
- Adhere to performance metrics to meet service level expectations and assigned KPIs
- Participate in constructive quality feedback sessions with managers to enhance performance