Customer Support Representative, Email
New
H
HyprworkHealth and Wellness, DTC
Argentina. Colombia. Mexico. Brazil. Chile. PeruFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 1+ year
- Required Skills
- Zendesk
Requirements
- 1+ year of experience in email-based customer support
- Experience in ecommerce or DTC
- Excellent written English
- Strong problem-solving skills
- Ability to work independently
- Comfort working in a helpdesk environment (Richpanel, Zendesk, Gorgias, or equivalent)
- Attention to detail when processing refunds or account changes
- Ability to maintain a professional, empathetic tone with difficult customers
- Fast learner who absorbs product knowledge quickly
Responsibilities
- Responding to customer emails promptly and accurately within SLA targets
- Handling order status inquiries, shipping delays, returns, refunds, billing questions, subscription management, and product guidance
- Processing refunds, exchanges, and cancellations in accordance with the 90-day money-back guarantee policy
- De-escalating upset customers through empathetic, professional communication
- Documenting all interactions accurately in the helpdesk platform
- Escalating complex or sensitive cases to the team lead
- Identifying recurring issues and flagging them for process or policy review
- Meeting daily productivity and quality targets
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