Customer Success & Support Specialist (B2B)
New
T
The Global Talent Co.Food & Logistics
BrazilFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years
- Required Skills
- Microsoft OfficeAccount ManagementCRMCustomer supportGoogle WorkspaceSlack
Requirements
- 3+ years of experience in Customer Support, Client Support, or Account Support.
- Experience supporting high-volume customer interactions via email, live chat, and ticket management platforms.
- Proficiency using CRM platforms (e.g., HubSpot, Salesforce, Zoho).
- Experience using ticket management or support platforms (e.g., Zendesk, Intercom, Freshdesk).
- Strong written and verbal English communication skills.
- Strong attention to detail and accuracy with excellent organization and time-management skills.
- Ability to manage multiple customer requests in a fast-paced environment.
- Strong problem-solving, critical-thinking, and accountability.
- Ability to work independently in a fully remote environment.
- Proficiency with Google Workspace, Slack, and Microsoft Office.
Responsibilities
- Manage high-volume customer inquiries through email, live chat, and ticket management platforms.
- Respond to customer requests professionally, accurately, and within established SLA targets.
- Process order entries, updates, modifications, cancellations, replacements, credits, refunds, and account changes.
- Investigate missing, delayed, damaged, or incorrect deliveries and proactively communicate status updates.
- Coordinate appropriate resolutions with Logistics, Fulfillment, and Operations teams.
- Deliver empathetic, professional, and solution-oriented written communication.
- Gather complete order and account information before escalating cases to cross-functional partners.
- Identify recurring customer issues and contribute to knowledge base articles and SOPs.
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