Customer Support Representative

Key Responsibilities:

• 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.

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.

Preferred Qualifications:

• Experience in e-commerce or retail customer support.
• Knowledge of timepieces or a passion for creative and artistic products.
• Familiarity with social media management tools.

What We Offer:

• Flexible remote work environment.
• Opportunities for professional growth and development.
• A supportive and collaborative team culture