Customer Care Associate

Summary

Join our team as a Customer Care Associate and provide exceptional product and service support to our clients and brands. You will be responsible for resolving customer issues across multiple channels (calls, emails, chats, social media), gathering customer information, and finding effective solutions. This role requires strong communication skills, problem-solving abilities, and the flexibility to handle both B2B and B2C interactions. You will report directly to the CS Manager and contribute to process improvements. The ideal candidate will have 1-2 years of customer service experience with omni-channel expertise.

Requirements

• Minimum of 1-2 years handling Customer Service
• With Omni-Channel Experience (Chats, Emails, Phone, Social Media)
• At least 15Mbps- amenable to joining video calls lasting for an hour or two
• Must have own laptop/desktop
• Must be amenable to working under the pressure and stress of a startup company

Responsibilities

• Coordinate and report directly to the CS Manager
• Professionally handle high volumes of incoming customer inquiries (calls, emails, chats, social media, back office, and other B2C/B2B channels)
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers regarding products and services where applicable
• Resolve customer issues via one-touch resolution guidelines and/or escalated processes
• Maintain a balance between company policy and customer benefit in decision-making
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
• Demonstrate the company culture through both behavior and attitude
• Performs other duties or responsibilities as assigned