Hybrid E- commerce Customer Support Agent E- commerce Customer Support Agent

TLNT · Mexico · Hybrid

About the job

A leading and a rapidly expanding direct-to-consumer e-commerce brand and provider of premium firearm holsters and accessories, is on the lookout for a seasoned E-Commerce Customer Support Agent. As an E-commerce Customer Support Agent, you'll play a crucial role in delivering exceptional support to customers through various communication channels. This role requires strong communication skills, problem-solving abilities, and a deep understanding of e-commerce dynamics. If you're passionate about ensuring customer satisfaction, we'd love to have you on our team.This is an incredible remote opportunity to work for a US-based company.What You'll Do

  • Support customers via email, chat, SMS, and social media, ensuring a seamless customer service experience.
  • Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution, and following up to ensure resolution.
  • Maintain a high level of professionalism and empathy in all customer interactions.
  • Document customer interactions, transactions, and feedback in the customer service database.
  • Collaborate with the Customer Service Manager and team members to identify trends in customer inquiries or issues and suggest improvements to processes or products.
  • Stay informed about new products, services, and policies to provide accurate and up-to-date information to customers.
  • Manage customer expectations and contribute to a high level of customer satisfaction
  • Meet personal/team qualitative and quantitative targets.
What You Need
  • High school diploma or equivalent; higher education or certifications related to customer service are a plus.
  • 2-5 years proven customer support experience.
  • Familiarity with Shopify and Gorgias or similar support ticketing system a must.
  • Demonstrated ability to handle high-volume customer interactions.
  • Excellent communication
  • Ability to multitask, prioritize, and manage time effectively.
  • Empathetic and patient customer approach.
  • Fluency in English required
Salary & Perks
  • Competitive Salary
  • This is a full-time, long-term position.
  • The position is immediately available and requires entering into an independent contractor agreement with TLNT.
  • Work from home.
  • Monday through Friday, 8 am to 5 pm (+/- 2 hours accepted) - PST.
  • Additional perks.
The next step will take you to an application form that requires you to answer some questions and upload your resume in English. Please answer completely so that we can get to know you better.