Remote Customer Support Representative (Freshdesk, Shopify)

Job Summary:
We are seeking a proactive and detail-oriented Remote Customer Support Representative (Freshdesk, Shopify) to serve as the initial point of contact for customer inquiries managed through our Freshdesk platform. This role is responsible for handling customer communications across multiple channels, including email, WhatsApp, and phone, resolving support tickets after AI handling, and exercising sound judgment when addressing complex customer concerns. The ideal candidate is an excellent communicator with strong problem-solving skills, capable of managing multiple inquiries while maintaining accuracy and customer satisfaction. Experience with Freshdesk or similar help desk systems, basic Shopify operations, and strong organizational skills are essential for success in this role.

Key Responsibilities:

• Manage and resolve customer inquiries through Freshdesk, including WhatsApp and email.
• Serve as the first line of defense for customer support tickets after AI handling.
• Answer inbound phone calls and assist customers with order placement.
• Resolve support tickets efficiently, including basic bot-related issues.
• Use sound judgment to investigate and handle complex customer concerns (e.g., return requests, order issues) before approving or escalating.
• Qualify incoming leads using defined criteria and escalate qualified opportunities to the sales team.
• Perform basic Shopify tasks such as listing updates.
• Maintain accurate records and updates within Freshdesk internal database.
• Collaborate with internal teams to ensure timely and effective issue resolution.
• Perform other tasks related to the position.

Qualifications & Requirements:

• Excellent English proficiency (written and spoken).
• Strong interpersonal and phone communication skills with cross-functional teams and clients.
• Prior experience with Freshdesk is strongly preferred; experience with Zendesk will be considered.
• Experience with Shopify for basic operational tasks; no development skills required.
• Basic to intermediate proficiency in Excel, including data entry and simple tracking.
• Reliable, detail-oriented, with strong problem-solving skills.
• Able to manage multiple inquiries while maintaining accuracy and customer satisfaction.
• Friendly, approachable, and pleasant to work with.
• Excellent Email etiquette.
• Out-of-the-box thinker, reliable, and professional.
• Previous experience in customer service or administrative & operations support roles.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Sound judgment and the capacity to comprehend and execute instructions promptly with minimal supervision.
• Reliable computer (Windows 10 or newer), two monitors, and stable high-speed internet.

Compensation & Benefits:

• 100% remote work.
• Compensation in USD.
• Full-time position with 40 hours weekly.
• Great work environment with potential for growth.