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Summary:
- We are seeking a highly skilled and tech-savvy Technical Customer Service Agent to support our thriving eCommerce subscription business.
- This role demands exceptional leadership abilities, extensive experience in customer service management, and a solid understanding of eCommerce operations.
- The ideal candidate will excel in both written and verbal English communication, demonstrate strong problem-solving and strategic thinking skills, and thrive in a fast-paced environment while delivering high-level solutions to complex customer issues.
- As the primary point of contact for our valued subscribers, you will play a crucial role in providing outstanding support, resolving technical issues related to subscriptions and our website, and proactively addressing the root causes of recurring problems to enhance the customer experience.
Responsibilities:
- Identify and resolve the root causes of systemic customer issues to prevent recurrence.
- Deliver prompt, professional, and effective support via email and chat.
- Troubleshoot and resolve technical and functional issues related to website performance, account management, subscriptions, orders, and payments.
- Maintain a comprehensive understanding of products, services, and internal processes.
- Oversee the entire order fulfillment process, ensuring precision, timeliness, and attention to detail.
- Utilize tools such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer inquiries and interactions effectively.
- Contribute to the creation and enhancement of help center articles and FAQs to improve self-service options.
- Stay informed about product updates, new features, and releases to provide accurate and up-to-date customer support.
- Collaborate with cross-functional teams to align customer service and order fulfillment strategies.
- Handle confidential information with the utmost care and discretion.
- Maintain a positive, professional demeanor while managing customer interactions in a high-pressure environment.
Requirements:
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service management, preferably in an eCommerce or subscription-based environment.
- Proven expertise in customer support, with a strong preference for eCommerce experience.
- Exceptional technical aptitude with the ability to quickly adapt to new tools and technologies.
- Proficiency in Shopify, Recharge, and Gorgias CRM (experience with subscription management platforms is highly preferred).
- Advanced skills in Google Workspace (Docs, Sheets) and Microsoft Office Suite (Excel, Word, Outlook).
- Experience leveraging data analytics tools to monitor performance and drive continuous improvement.
- Strong problem-solving abilities and strategic thinking to address and resolve complex customer challenges.
- A passion for delivering exceptional customer experiences and a commitment to customer satisfaction.
- Demonstrated ability to work independently while fostering collaboration within a team.
Benefits:
- Competitive salary package.
- Work remotely in a dynamic, fast-paced, and supportive environment.
- Opportunities for professional growth, including potential promotion to a strategic leadership position.
- Collaborative and inclusive company culture focused on continuous learning and development.
