We’re looking for a Customer Support Representative with a strong emphasis on phone support, someone who can confidently handle customer inquiries and ensure every interaction is warm, helpful, and professional.
Key Responsibilities:
Phone Support: Handle inbound and outbound customer calls, addressing inquiries, complaints, and product questions with professionalism and empathy.
Order Assistance: Provide real-time support for customers placing orders, tracking deliveries, and processing returns or refunds over the phone.
Customer Guidance: Assist customers in choosing products, understanding promotions, and navigating our website or TikTok Shop.
Problem Resolution: Proactively address customer concerns, resolve issues, and follow up to ensure satisfaction.
Feedback Handling: Gather customer feedback during calls and escalate recurring issues to the relevant departments.
Record Keeping: Maintain accurate call logs and document all customer interactions in our support system.
Collaboration: Coordinate with the logistics, marketing, and sales teams to ensure smooth order fulfillment and issue resolution.
Follow-Up Calls: Conduct follow-up calls to ensure customer satisfaction and offer further assistance if needed.
What We're Looking For:
Previous experience in phone-based customer support or call center roles.
Excellent verbal communication skills with a confident, clear, and professional phone presence.
Strong active listening skills and the ability to handle challenging conversations with patience and empathy.
Ability to problem-solve on the spot and offer quick, effective solutions.
Strong organizational skills for managing multiple customer interactions efficiently.
Familiarity with CRM or call management software is a plus.
Passion for delivering exceptional customer experiences.
Ability to work flexible hours, including weekends, if required.
