Job Description

• Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction
• Open and maintain customer accounts by recording account information
• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Responding promptly to customer inquiries via email & chat
• Communicating with customers through various channels
• Acknowledging and resolving customer complaints via email & chat
• Knowing our products inside and out so that you can answer questions via phone, email & chat
• Understand the customer's issue, categorize the issue, and report or escalate back to the Client (if an immediate resolution is not possible)
• Performs basic to advance customer service/support duties
• Keeps records of customer interactions, transactions, comments, and complaints
• Obtains product mastery in order to respond to the customers’ concerns promptly and accordingly
• Provides comprehensive and professional customer support to ensure customer satisfaction
• Communicates and coordinates with colleagues as necessary; Provides feedback on the efficiency of the customer service process.

• At least 2 years experience in handling CS and BO tasks
• Familiarity with Zendesk
• Familiarity with creating basic reports thru GDocs is good to have