Customer Support Officer (Intermediate)

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 400% in just under 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 3 years 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/chat inquiries relating to product issues, sale policy and orders status
- Provide high levels of customer satisfaction by displaying patience and empathy towards customers from different cultures and backgrounds in the US
- Provide a professional service to customers which also protects the business's interests and brand persona
- Keep track of customer interactions and escalate issues to the higher-level management
- Use company processes and systems to log complaints, update product details and troubleshoot technical problems
- Collaborate with marketing and fulfillment team to notify customers of order status, collect and analyze customer feedback
- Adhere to performance metrics to meet service level expectations and assigned KPI
- Participate in constructive quality feedback sessions with managers to improve performance