Offer summary

Qualifications:

Strong communication skills in English, both written and verbal., Experience in customer service or support roles, preferably in e-commerce., Ability to handle complaints and provide effective solutions., Familiarity with customer service software and tools..

Key responsabilities:

Serve as the first point of contact for customer inquiries via chat, email, and phone.

Manage and resolve customer complaints while ensuring a positive experience.

Maintain accurate records of customer interactions and assist with account processing.

Collaborate with team members to enhance customer service processes and uphold brand reputation.

Job description

At Foxelli Group, we're not just leading the digital marketplace - we're redefining it. With 10 years of experience and a portfolio of thriving direct-to-consumer (D2C) brands generating over $20 million USD annually, we’re pushing boundaries to achieve our next growth milestone.

That’s why we’re on the hunt for a Customer Support Agent who’s ready to make a real impact.

❕This role is 100% remote and you will join a team that already works from 20 different world countries.

Shift Time: 5:00 PM – 12:00 AM EST (US)
Work Days: 5 days a week, including weekends
Days Off: Fixed days off scheduled between Monday and Friday

THE ROLE

You will be our customers' first point of contact, ensuring their questions are answered, issues are resolved, and experiences are exceptional. This role is critical in maintaining our high customer service standards and brand reputation.

RESPONSIBILITIES

Managing incoming messages, emails, calls, and other customer service inquiries from our customers all around the globe
Answering product and service-related questions and suggesting information about other products and services
Handling customer complaints, providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution
Keeping records of customer interactions, processing customer accounts, and filing documents
Helping other departments with additional tasks if needed
Providing customer support via chat, email, and phone
Resolving customer inquiries quickly while maintaining a positive and professional attitude
Collaborating with the team to improve customer service processes
Managing responses and maintaining brand reputation on Trustpilot and other review platforms
Keeping up a service-minded attitude and being genuinely excited to help customers