Customer Support Representative

Job Summary:

Customer Support Representative

Key Responsibilities:

Customer Support (B2B & B2C):

• Respond to customer inquiries via email, phone, live chat, and social media in a timely and professional manner.
• Assist

  B2B clients

  with bulk orders, account management, and contract-related queries.
• Support

  B2C customers

  with order tracking, returns, refunds, and product information.
• Resolve complaints, escalate complex issues, and follow up to ensure resolution.
• Maintain accurate records in the

  CRM system

E-Commerce Operations:

• Process and manage online orders, cancellations, and refunds across multiple platforms (Shopify, Amazon, WooCommerce, etc.).
• Coordinate with logistics, warehouse, and sales teams to ensure smooth order fulfillment.
• Update product listings, inventory status, and pricing as needed.
• Monitor and respond to customer reviews and feedback on e-commerce sites.

Client Meetings & Relationship Management:

• Attend

  internal and external meetings

  (virtual or in-person) with B2B clients, vendors, or partners when required.
• Provide post-meeting follow-ups, such as summarizing action items or updating customer accounts.
• Collaborate with the sales team to address client concerns and improve retention.

Additional Duties:

• Identify trends in customer issues and suggest process improvements.
• Assist in creating

  self-service resources

  (FAQs, guides, tutorials).
• Stay updated on company products, promotions, and industry trends.

Requirements & Skills:

• Experience:

  2+ years in

  customer support

  , preferably in

  B2B & B2C e-commerce

  .

• Communication:

  Excellent verbal and written skills; ability to interact professionally with clients.

• Tech Proficiency:

  Familiarity with

  CRM tools

  , helpdesk software, and e-commerce platforms.

• Problem-Solving:

  Ability to handle objections, negotiate solutions, and maintain customer trust.

• Flexibility:

  Willingness to

  attend meetings

  (occasional travel may be required).

• Organizational Skills:

  Manage multiple tasks efficiently in a fast-paced environment.

Preferred Qualifications:

• Experience in

  account management

  or

  client-facing roles

  .
• Knowledge of

  inventory management systems

  (e.g., ERP software).
• Basic understanding of

  digital marketing

  (e.g., Shopify, Amazon Seller Central).

  & responsibilities

Soft Skills