Urgent Hiring Work from home Wesource Business Solutions Pvt. Ltd.
About Profile:
We are hiring for Our Customer Support Associate (U.S. Process)- WFH
Salary- 8LPA
Responsibilities :
Working Hours: 4PM to 1AM IST; Mon-Friday.
Job Summary: We are seeking an energetic and detail-oriented Customer Service Agent to join our team. In this role, you will be responsible for providing exceptional customer support across multiple channels using Gorgias, managing and processing orders in Shopify, and ensuring seamless integration with Odoo. The ideal candidate has a customer centric attitude, possesses strong communication skills, and is experienced in using e-commerce and customer service platforms.
Key Responsibilities:
Customer Support:
Handle pre/post-purchase inquiries from all channels (chat, email, SMS, Facebook messages, and phone) using Gorgias.
Manage returns and refunds
Reply to customer product reviews
Address customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution.
Order Processing:
Manage and process orders Shopify orders, manual orders, and marketing giveaway orders.
Monitor and fulfill orders, ensuring accuracy and efficiency.
Coordinate with the warehouse team to as needed
Book freight shipments
Claims & Coordination:
Handle claims, acting as a mediator between the customer, manufacturer, and FedEx to resolve any issues.
Make calls to FedEx and other freight service providers when necessary to assist customers with lost or missing orders
Collaborate with other departments to resolve customer issues and fix IT bugs
Reporting and Process Optimizations
Monitor key customer service KPIS and report on them weekly
Identify customer inquiry trends and elevate them to cross functional teams
Create reports for the team as needed, providing valuable insights to improve service delivery.
Maintain up-to-date knowledge of all products and programs offered by the company.
Act as key contributor in process and platform optimizations
Requirements:
Bachelors Degree
3+ years of experience in a customer service role for a company based in the US or European.
Strong communication skills, both written and verbal.
Excellent attention to detail
Proven customer support experience or experience as a Customer Service Representative.
Familiarity with Gorgias, Shopify, and Odoo is highly preferred.
Ability to multitask, prioritize, and manage time effectively.
A positive, enthusiastic attitude and a strong desire to help customers.
Problem-solving skills with a proactive approach to handling challenging situations.
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