Customer Support Specialist

Comp: 1200-1600 USD

Search: South Africa & Philippines

Hours 9:30am -6:00pm EST

2 interviews and a written assessment

About the Role:

We are seeking an experienced Customer Support Specialist to join our client's team, with a focus on delivering outstanding customer service to our clients. Following the success of our previous hire, we are looking for a talented individual from South Africa or the Philippines who can help replicate that success. This is a remote, full-time position that requires a high level of English proficiency, as well as experience with Shopify and either Zendesk or Gorgias.

Key Responsibilities:

● Customer Support: Provide timely, professional, and friendly support to customers via email, phone, live chat, and social media platforms, ensuring a high level of customer satisfaction.

● Order Management: Assist customers with order inquiries, returns, servicing, and exchanges, and ensure all customer requests are accurately processed in our Shopify store.

● Provide styling suggestions and facilitate custom order placement.

● Platform Expertise: Utilize Gorgias to manage tickets, track customer interactions, and provide seamless service across all touchpoints.

● Collaboration: Work closely with the team to identify customer issues and proactively resolve them, contributing to the continuous improvement of our customer support processes.

● Documentation & Reporting: Maintain accurate records of customer interactions and feedback, providing valuable insights to improve customer experiences.

● Time Zone Adaptability: Must work efficiently within US Eastern Time Zone hours

Requirements:

● English Proficiency: Exceptional written and spoken English, with a focus on clear, friendly, and professional communication.

● Experience: Minimum of 3-5 years in a customer support role, with prior experience in a Shopify-based environment.

● Platform Experience: Proficiency with Zendesk or Gorgias customer service platforms (or similar).

● Location: Candidates must be based in South Africa or the Philippines.

● Time Zone Flexibility: Prior experience working with US-based companies or in a US Eastern/Central/Pacific time zone is highly preferred.

● Cultural Fit: A strong work ethic and a customer-centric mindset similar to our previous hire's successful performance. Bonus if you’ve worked with US-based companies previously.

● Backup Power and Wifi: Must have a stable internet connection and backup source of electricity if power is frequently lost in your location.

Desirable Traits:

● Problem-Solving Skills: Ability to think on your feet and solve customer issues efficiently.

● Tech-Savvy: Comfortable navigating eCommerce platforms and customer support tools.

● Attention to Detail: Ensuring accurate records and providing the correct information to customers is essential.

● Team Player: A positive, collaborative attitude to work well with other team members.

● Adaptability: Ability to manage a high volume of requests and switch between tasks quickly while maintaining excellent service quality.

● Personable and Confident: Able to make friendly conversation with customers and deliver a more personal touch when interacting.

● Interest in Jewelry is a big plus.

Customer Support Specialist - 19487