Customer Support Specialist

Responsibilities:

• Respond promptly and professionally to customer inquiries via email, chat, and phone regarding orders, products, shipping, returns, and general website support.
• Provide clear, accurate, and helpful information about products, services, and company policies.
• Troubleshoot and resolve customer concerns efficiently, escalating more complex issues to the appropriate internal teams when necessary.
• Process returns, exchanges, and refunds in alignment with company policies.
• Maintain accurate and detailed records of customer interactions using our CRM system.
• Identify and report recurring issues or trends to management to improve service quality and customer satisfaction.
• Collaborate cross-functionally with fulfillment, marketing, and product development teams to ensure a smooth customer journey.
• Stay informed on new products, services, and internal policies.

Qualification:

• High school diploma or equivalent required; Bachelor's degree preferred.
• Fluent in spoken and written English and Spanish (required)
• Minimum of 4 years of experience in a customer service role, preferably in an e-commerce environment.
• Excellent verbal and written communication skills with a professional and approachable tone.
• Strong active listening skills and empathy in handling customer concerns.
• Proficiency in CRM systems such as Zendesk, Salesforce Service Cloud, or HubSpot Service Hub.
• Experience with e-commerce platforms like Shopify or Magento.
• Strong multitasking, prioritization, and time management abilities.
• Solid problem-solving and analytical thinking skills.
• Comfortable assisting customers with website navigation and troubleshooting.
• Ability to work both independently and collaboratively.

Preferred Skills:

• Experience providing live chat support.
• Knowledge or interest in home goods is a plus.