Customer Support Associate

Department: Operations

Employment Type: Full Time

Location: Remote - Brazil

Compensation: $6.00 - $7.00 / hour

Description

Key Responsibilities

• Customer Support: Respond to routine customer inquiries via email and chat through Gorgias, maintaining our brand's tone and ensuring high satisfaction.
• Order Processing: Assist with daily order fulfillment tasks, ensuring accurate and timely processing of customer orders.
• Support Ticket Management: Handle incoming support tickets efficiently, prioritizing according to company guidelines.
• Data Management: Update and maintain customer information and order details in company systems with accuracy.
• Team Collaboration: Work closely with Customer Support Specialists to address complex customer issues and contribute to team goals.
• Policy Communication: Understand and convey company policies and procedures effectively to clients.
• Quality Assurance: Maintain high standards of accuracy in all customer communications and order processing tasks.

Skills, Knowledge, and Expertise

• Customer Service Experience: At least 2 years in customer service or related roles, with experience in professional customer communication.
• Excellent Communication Skills: Ability to communicate clearly and professionally in both written and verbal forms, maintaining a friendly and approachable tone across email and chat platforms.
• Digital Proficiency: Comfortable working with computers and adaptable to learning new software systems. Experience with customer support platforms is a plus.
• Excel/Google Sheets Proficiency: Ability to work with spreadsheets for tracking and reporting purposes.
• Detail-Oriented and Adaptable: Strong attention to detail in managing order fulfillment and customer interactions, with the flexibility to adapt to evolving policies and procedures.
• Team Player: Works effectively under supervision and collaborates well with remote team members.
• Time Management: Able to manage multiple inquiries efficiently while maintaining quality standards.

Logistics

• Training & Familiarization: Learn our support tools, especially Gorgias, and understand our communication standards and brand voice.
• Basic Process Knowledge: Become familiar with fundamental order processing, shipping information, and common customer inquiries.
• Initial Support: Begin handling simple customer inquiries with guidance from Customer Support Specialists.
• Team Integration: Participate in team meetings to understand ongoing projects and how your role contributes to overall customer satisfaction.

• Increased Independence: Handle routine customer inquiries with minimal supervision, applying standard responses and company policies effectively.
• Product Knowledge: Develop a deeper understanding of our products and common customer concerns.
• Ticket Management: Take ownership of managing your assigned support tickets efficiently and accurately.
• Basic Metrics Understanding: Recognize the key performance indicators for your role and work toward meeting initial targets.

• Routine Autonomy: Manage standard customer inquiries independently, knowing when to escalate complex issues to Specialists.
• Consistent Performance: Demonstrate reliable performance in response times and customer satisfaction scores.
• Process Adherence: Show a strong understanding of and adherence to company policies and procedures.
• Team Contribution: Actively participate in team discussions and contribute ideas for improving customer experience.
• Development Planning: Work with your lead to identify strengths and areas for growth as you continue your journey with HeySunday.