Customer Service Specialist

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Requirements:

• Bachelor’s degree in business administration or any relevant field.
• A minimum of 3+ years of proven experience in a customer service or customer success position.
• Familiarity with Freshdesk or similar customer support ticketing systems.
• Experience managing eCommerce platforms and order management systems.
• Professional fluency in English, with excellent communication skills.
• Expert in inbound and outbound calling for personalized consumer services.
• Great attention to detail and effective time management skills.
• Tech-savvy with a basic understanding of web technologies and troubleshooting.
• Flexibility to work in any U.S. time zone and adapt to a flexible work schedule.

Responsibilities:

• Manage appointment scheduling efficiently and provide timely updates.
• Build strong relationships with customers by understanding their needs.
• Take ownership of customer issues and follow through to resolution.
• Answer technical questions and provide product support.
• Troubleshoot and resolve technical problems related to products and services.
• Maintain accurate records of customer service actions and discussions.
• Analyze customer and service data to improve retention and generate new sales.
• Maintain an orderly workflow according to priorities.
• Liaise with the logistics team to ensure timely and accurate order delivery.
• Provide customers with tracking information and manage shipping-related issues.
• Handle post-purchase support including returns, exchanges, and replacements.
• Own the customer experience post-purchase to ensure satisfaction and repeat business.