As a Customer Support Coordinator, you will be responsible for providing comprehensive support to both internal teams and external sellers. You will manage technical troubleshooting, assist sellers with their inquiries, and ensure a smooth claim process for merchants and carriers. This role requires excellent communication skills, technical proficiency, and the ability to handle multiple workflows consistently.
Key Responsibilities:
- Provide timely and professional assistance to sellers via email, chat, and phone
- Review claims submitted by merchants to determine payment and submit claims to carriers to recover funds
- Address seller inquiries regarding account setup, product listings, order processing, payments, and other platform-related matters
- Utilize chat platforms to troubleshoot and resolve issues in real-time, maintaining high levels of customer satisfaction
- Document chat interactions and solutions for future reference
- Collaborate with team members to escalate and resolve complex issues
- Educate sellers on platform policies, procedures, and best practices to optimize their selling experience
- Monitor seller performance metrics and provide feedback and recommendations for improvement
- Assist in the development and maintenance of seller support resources, such as knowledge base articles and FAQs
- Stay informed about industry trends and competitor activities to identify opportunities for enhancing support services
- Stay up to date on product knowledge and technical skills
Requirements
- 3 to 5 years of experience in customer support, preferably in an e-commerce or marketplace environment
- Strong communication skills, both written and verbal, with excellent problem-solving abilities and attention to detail
- Proven ability to think critically when faced with complex decision making
- Technical proficiency in software and hardware troubleshooting
- Ability to handle multiple chat sessions simultaneously while maintaining quality support
- Proficiency in Google Sheets, Asana, Slack, Zendesk, and Postman
- Familiarity with CRM systems and support ticketing platforms is a plus
- Bachelor's degree in business administration, marketing, or a related field
- Ability to multitask and prioritize tasks in a fast-paced environment
- Customer-centric mindset with a focus on delivering exceptional support
Benefits
- Free lunch meal, fruits, snacks, and drinks (if you are in an onsite shift)
- Onsite gym with a free professional instructor
- Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
- Weekly engagement activities with prizes that are up to 3,000 PHP
- Free upskilling academy to improve your performance and skillset
- State-of-the-art facilities from toilets to your workstation
- Amenities such as sleeping quarters, game area, chat room, shower room