Customer Support Specialist

Requirements

Customer Support Specialist

customer support

eCommerce or B2B sector

Key Responsibilities

• Customer Interaction: Respond to customer inquiries and support requests via email, phone, live chat, and other communication channels with clarity, professionalism, and empathy.
• Issue Resolution: Troubleshoot and resolve issues related to orders, payments, product listings, platform navigation, and other operational aspects of our B2B eCommerce platform.
• Documentation & Reporting: Accurately log customer interactions and feedback, contributing to documentation and knowledge base creation to support internal and external self-service solutions.
• Collaboration: Work closely with operations, product, logistics, and technical teams to escalate, follow up, and resolve customer concerns promptly.
• Customer Satisfaction: Track and ensure high customer satisfaction scores by delivering timely resolutions and following up on issues until full closure.
• Product Knowledge: Maintain up-to-date knowledge of our product catalog, pricing, platform updates, and company policies to guide customers efficiently.
• Feedback Loop: Share recurring customer concerns and feature requests with relevant teams to inform product and process improvements.
  

Key Skills And Qualifications

• Experience: Minimum of 1 year in customer support, ideally in eCommerce, B2B sales, or SaaS-related environments.
• Communication: Strong command of English (spoken and written). Ability to explain complex ideas in a simple, empathetic, and friendly manner.
• Problem Solving: A structured approach to troubleshooting and resolving customer issues with a calm, solution-oriented mindset.
• Multitasking: Able to handle multiple conversations, prioritize tasks, and manage time effectively in a high-volume support environment.
• Tech Proficiency: Comfortable using customer support tools like Freshdesk, Zendesk, CRM systems, and ticketing platforms. Basic knowledge of eCommerce systems is a plus.
• Team Player: Willing to collaborate and learn from peers and open to feedback for continuous improvement.
• Customer-Centric Mindset: A passion for serving customers and going the extra mile to ensure a smooth user experience.