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Customer Support Representative
Location
Philippines
Posted
117 days ago
Salary
$3 - $4 / hour
Seniority
Mid Level
Job Description
Customer Support Representative
1840 & Company
• Respond promptly to customer inquiries via email, messaging platforms, website chat, and social media messages. • Manage and resolve customer issues through our ticketing system, Zendesk, ensuring all communications are logged accurately. • Provide professional and empathetic support to customers, addressing product inquiries, order updates, troubleshooting, and general questions. • Collaborate with other departments to resolve complex issues and escalate cases when necessary. • Monitor and manage social media messages and comments, providing timely responses that align with the company’s tone and values. • Assist with processing returns, exchanges, and refunds, adhering to company policies. • Identify recurring issues and suggest process improvements to enhance the customer experience. • Maintain up-to-date knowledge of The Gears Clock products and services to provide accurate information to customers.
Job Requirements
- 2-3 years of proven experience in customer support, using Zendesk as a ticketing system.
- Excellent written communication skills with a professional and empathetic tone.
- Ability to multitask and manage multiple communication channels simultaneously.
- Strong problem-solving skills and attention to detail.
- Familiarity with social media platforms and online chat systems.
- Self-motivated and able to work independently in a remote environment.
- Availability to work full-time, including occasional weekends or holidays if required.
Benefits
- Flexible remote work environment
- Opportunities for professional growth and development
- A supportive and collaborative team culture
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**Role Overview: **** - Respond to customer inquiries and provide prompt and accurate assistance in Portuguese through calls, chats & emails. - Handle customer complaints and resolve issues effectively. - Ensure customer satisfaction through professional and courteous communication. - Maintain detailed and accurate records of customer interactions and transactions. - Identify opportunities for process improvements and provide feedback to management.
• **Engaging with customers:** Respond swiftly and accurately to inquiries via chat and email, turning questions into solutions. • **Resolving challenges:** Handle complaints with finesse, turning problems into positive outcomes. • **Ensuring satisfaction:** Communicate professionally and courteously to keep our customers happy and satisfied. • **Keeping track:** Maintain precise records of every customer interaction and transaction for seamless service. • **Driving improvements:** Spot opportunities for process enhancements and share your insights with management to keep us moving forward.
• Assist customers with incoming requests via phone or email • Act as a technical resource for customers using our products and services • Helping customers and teammates via tickets and real-time discussions using a variety of research, debugging, tools, processes, detailed reporting, and documentation • A passion for solving customers’ problems
**#ThriveatMMDSmart****Would you like to build a career in a leading multinational IT company?** We are looking for a spirited, English-speaking Customer Care Specialist who's ready to dive into the exciting world of cloud communications. You don't need previous experience – just bring your energy, willingness to learn, and readiness to work in a dynamic environment. By joining us, you'll be right at the heart of our mission to Connect, Engage, and Smile, making sure every interaction leaves a lasting positive impression. Since 2007, MMDSmart has been a leading supplier in cloud communications, delivering game-changing IT products to businesses in over 100 countries. Our success is fueled by the inspiration and innovative ideas of our team members, encouraging their growth and impacting our Messaging and Voice solutions. These empower our clients to communicate more effectively with their customers. Don’t miss this chance to excel in a rapidly expanding tech company, where your potential and ambitions are not just recognized, but celebrated.** **What will you do at MMDSmart?** - Communicate with customers and help solve their problems and concerns; - Report issues to neighboring teams: account managers, technical specialists, developers; - Coordinate and monitor the problem-solving process, and receive feedback from the client and neighboring teams.
