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Disclaimer: This is a generic job description for the position stated below. Actual tasks and tools will be discussed further when you reach the final interview stage. Please ensure you apply for the right job based on your location and experience. We prioritize people who can do this successfully!
IT Helpdesk Support
About Client:
The client is an e-commerce company selling undergarments
Client Schedule: 6:30 AM-10:30 AM Australian time
Job Overview
We are looking for a dedicated Customer Support Specialist to handle live inquiries, manage support tickets, and ensure smooth customer interactions across multiple platforms. The ideal candidate will be proactive, organized, and committed to providing excellent customer service while contributing to the continuous improvement of our support processes.
Key Responsibilities:
Handling Live Inquiries: Engage with customers across all platforms in real-time, providing prompt and professional assistance.
Ticket Management: Manage customer support tickets, ensuring they are directed to the appropriate departments for resolution.
Knowledge Base Development: Create, update, and expand FAQs and other self-help resources to improve customer experience.
Order Processing: Process customer orders based on live interactions, ensuring accurate and efficient fulfillment.
Database Updates: Maintain accurate records and update customer information as necessary.
Issue Resolution & Troubleshooting: Address customer concerns, troubleshoot issues, and provide effective solutions.
Customer Engagement: Interact with customers via email, chat, and social media to offer assistance, answer inquiries, and resolve issues in a friendly and professional manner.
Team Management: Assist in overseeing daily customer support operations, ensuring efficient handling of inquiries and escalations.
Productivity Monitoring: Track support team performance and ensure targets and KPIs are met.
Reporting & Recommendations: Identify trends in customer issues and provide insights and recommendations for process improvements.
Feedback Handling: Gather and respond to customer feedback, using insights to enhance the overall experience.
Partner Issue Resolution: Liaise with external partners, including Okendo, Braintree, Shopify, PayPal, Afterpay, ZipPay, Australia Post, and courier services, to resolve related concerns.
Documentation & Training: Maintain up-to-date training manuals and refine internal processes to enhance customer support efficiency.
Qualifications and Requirements:
Excellent verbal and written communication skills
Strong problem-solving and troubleshooting abilities
Ability to multitask and work efficiently in a fast-paced environment
Experience with customer support tools and CRM software
Familiarity with e-commerce platforms such as Shopify
Strong organizational skills and attention to detail
Ability to work independently and as part of a team
Proficiency in handling customer interactions through various channels (email, chat, social media)
Basic knowledge of payment processing systems (PayPal, Afterpay, ZipPay, etc.)
Ability to analyze customer feedback and suggest improvements
Technical Requirements:
• USB Headset with Noise Cancellation feature
• Working Webcam
• Computer with at least 1.8 GHz processor and at least 4GB RAM
• Main Internet Service Speed: at least 25 Mbps cable connection
• Backup Internet Service Speed: at least 10 Mbps
Benefits:
• Health Insurance (HMO)
• Performance Incentives
• Job Security and Stability
• Paid Training
• Inclusive Culture
• Upskilling Opportunities
• 100% Work-From-Home
• Exceptionally Supportive Team
• Opportunities for Career Growth
• Fun Work Environment
• Holiday & Overtime Pay
Schedule: US work hours (20-40 hours per week)
Location: This is a remote job
Salary Package (with HMO):
• Entry Level (1-3 years of experience): Up to PHP 45,000
• Intermediate Level (3-5 years of experience): Up to PHP 53,000
• Expert Level (5+ years of experience): Up to PHP 56,000
Please note:
• Only qualified candidates will be invited to take the assessment & scheduled for an interview.
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