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Support M8 is a leading customer support partner for D2C brands, dedicated to delivering exceptional customer service solutions in the rapidly evolving eCommerce industry. Our team is passionate about helping clients grow their businesses and ensuring seamless digital experiences for their customers.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via email, chat, and social channels.
- Address customer concerns, troubleshoot problems, and provide effective solutions.
- Maintain a high level of product knowledge to assist customers effectively.
- Document all customer interactions and resolutions accurately in our helpdesk software (Gorgias).
- Collaborate with team members and other departments to resolve complex customer issues.
- Keep up-to-date with product offerings, promotions, and company policies.
- Strive to meet and exceed individual and team performance targets.
- Provide feedback to improve processes and enhance customer experiences.
Requirements:
- Minimum of 3 years of proven customer service experience, preferably in a similar role.
- Fluent in English with excellent verbal and written communication skills.
- Proficiency in using helpdesk software and customer relationship management (CRM) systems is preferred.
- Strong problem-solving skills and ability to think on your feet.
- Excellent interpersonal skills with a customer-centric approach.
- Ability to work effectively in a fast-paced, team-oriented environment.
- Strong multitasking skills and attention to detail.
- Availability to work flexible hours, including evenings and weekends, as required.
