Customer Support Collaborator - Email Team

ABOUT THE ROLE
Crossian is a high- growth technology- driven e- commerce business. Behind our success are our people. As a start- up formed in 2020, we have created a fast- paced and dynamic environment, enabling our people to reach a cumulative average growth rate of over 400% in just under 3 years. Our mission now is to build direct- to- consumer brands and increase customer LTV.
We are looking for a customer- centric agent with good communication skills and a deep understanding of customer satisfaction insights. You will build strong and long- lasting relationships with our customers, and your efforts will drive customer satisfaction, happiness, growth, and added value to the organization.
This role is perfect for you if you are a self- starter, have at least 1 year of experience in customer service, and are backed by a proven track record of implementing top- notch customer service programs, policies, and processes.
WHAT YOU WILL DO

Identify and escalate issues to higher- level management when necessary
Adhere to performance metrics to meet service level expectations and assigned KPI
Answer and address a high volume of incoming email or chat inquiries relating to product issues, sale policy, and order status in a professional and courteous manner
Participate in constructive quality feedback sessions with managers to improve performance
Provide high levels of customer satisfaction by displaying patience and empathy towards customers who represent different cultures and backgrounds from the US
Partner with sales and fulfillment team to notify customers of late supply or issues preventing on- time fulfillment and propose item substitutions when required

WHAT WE ARE LOOKING FOR

Customer relationship management experience is strongly desired
Experience with support applications like Freshdesk, Zendesk, Teamsupport is nice to have
Have at least 1 year of experience in customer service support; preference given to candidates from customer- facing sectors or with experience in a start- up environment
Ability to present yourself and the company in a professional manner
Bachelor Degree or Equivalent
Can work 5 days/week or more
Can work under high pressure
Have sought knowledge of customer service practices and principles
Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
Ability to handle the stressful situation and establish rapport with the client
Can work remotely on the weekends and public holidays

WHAT YOU CAN EXPECT

A Pantry and a Crossian Cafe stocked with goodies, ready to serve
Fair, transparent and open working culture
Work- from- home/Remote option
Competitive hourly rate
Adequate equipment provided
Adequate training provided to help you become a professional Customer Support Agent

Cập nhật gần nhất lúc: 2024-04-03 11:26:31