Customer Support Specialist 19487

Customer Support Specialist

Comp: 1200-1600 USD

Search: South Africa & Philippines

Hours 9:30am -6:00pm EST

2 interviews and a written assessment

About the Role:

We are seeking an experienced Customer Support Specialist to join our team at Holden Rings with a focus on delivering outstanding customer service to our clients. Following the success of our previous hire we are looking for a talented individual from South Africa or the Philippines who can help replicate that success. This is a remote full-time position that requires a high level of English proficiency as well as experience with Shopify and either Zendesk or Gorgias.

Key Responsibilities:

Customer Support: Provide timely professional and friendly support to customers via email phone live chat and social media platforms ensuring a high level of customer satisfaction.

Order Management: Assist customers with order inquiries returns servicing and exchanges and ensure all customer requests are accurately processed in our Shopify store.

Provide styling suggestions and facilitate custom order placement.

Platform Expertise: Utilize Gorgias to manage tickets track customer interactions and provide seamless service across all touchpoints.

Collaboration: Work closely with the team to identify customer issues and proactively resolve them contributing to the continuous improvement of our customer support processes.

Documentation & Reporting: Maintain accurate records of customer interactions and feedback providing valuable insights to improve customer experiences.

Time Zone Adaptability: Must work efficiently within US Eastern Time Zone hours

Requirements:

English Proficiency: Exceptional written and spoken English with a focus on clear friendly and professional communication.

Experience: Minimum of 3-5 years in a customer support role with prior experience in a Shopify-based environment.

Platform Experience: Proficiency with Zendesk or Gorgias customer service platforms (or similar).

Location: Candidates must be based in South Africa or the Philippines.

Time Zone Flexibility: Prior experience working with US-based companies or in a US Eastern/Central/Pacific time zone is highly preferred.

Cultural Fit: A strong work ethic and a customer-centric mindset similar to our previous hires successful performance. Bonus if youve worked with US-based companies previously.

Backup Power and Wifi: Must have a stable internet connection and backup source of electricity if power is frequently lost in your location.

Desirable Traits:

Problem-Solving Skills: Ability to think on your feet and solve customer issues efficiently.

Tech-Savvy: Comfortable navigating eCommerce platforms and customer support tools.

Attention to Detail: Ensuring accurate records and providing the correct information to customers is essential.

Team Player: A positive collaborative attitude to work well with other team members.

Adaptability: Ability to manage a high volume of requests and switch between tasks quickly while maintaining excellent service quality.

Personable and Confident: Able to make friendly conversation with customers and deliver a more personal touch when interacting.

Interest in Jewelry is a big plus.