Customer Support Collaborator - Email Team

ABOUT THE ROLE

Crossian is a multi-national, high-growth technology-driven e-commerce business. Behind our success is our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a collective CAGR of over 700% in just under 4 years. Our mission now is to build DTC brands and increase customer LTV by providing best-valued products backed by our no nonsense approach to customer service and satisfaction.

We are looking for a customer-centric agent with good communication skills and a deep understanding of customer satisfaction insights. You will build strong and long-lasting relationships with our customers, and your efforts will drive customer satisfaction, happiness, growth, and added value to the organization.

This role is perfect for you if you are a self-starter, have at least 1 year of experience in customer service, and are backed by a proven track record of implementing top-notch customer service programs, policies, and processes.

WHAT YOU WILL DO

- Answer and address a high volume of incoming email or chat inquiries relating to product issues, sale policy, and order status in a professional and courteous manner

- Provide high levels of customer satisfaction by displaying patience and empathy towards customers who represent different cultures and backgrounds from the US

- Identify and escalate issues to higher-level management when necessary

- Partner with sales and fulfillment team to notify customers of late supply or issues preventing on-time fulfillment and propose item substitutions when required

- Adhere to performance metrics to meet service level expectations and assigned KPI

- Participate in constructive quality feedback sessions with managers to improve performance

WHAT WE ARE LOOKING FOR

- Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent

- 1 year of experience in customer service support; preference given to candidates from customer-facing sectors or with experience in a start-up environment

- Have sought knowledge of customer service practices and principles

- Customer relationship management experience is strongly desired

- Experience with support applications like Freshdesk, Zendesk, Teamsupport is nice to have

- Ability to handle the stressful situation and establish rapport with the client

- Ability to present yourself and the company in a professional manner

- Can work under high pressure

- Working hours requirements:

-- Minimum 5 shifts per week

-- Minimum 4 hours per shift

-- Minimum 2 shifts on weekends

-- 80% of total shifts on-site

-- Typical work hours: 6-10 PM

-- Employees may register to work additional hours and shifts if available

WHAT YOU CAN EXPECT

- Competitive hourly rate

- Adequate training provided to help you become a professional Customer Support Agent

- Adequate equipment provided

- A Pantry and a Crossian Cafe stocked with goodies, ready to serve

- Fair, transparent and open working culture

- Work-from-home/Remote option