Customer Support
Customer Support
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.