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Customer Support Specialist

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

Philippines

Offer summary

Qualifications:

1-3 years of experience in customer support roles, Proficiency in Gorgias and Shopify, Strong attention to detail, Excellent communication skills in English.

Key responsabilities:

Manage subscription cancellations and adjustments
Process orders, returns, and respond to customer inquiries

MultiplyMii http://www.multiplymii.com

201 - 500 Employees

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Job description

What Are We Looking For

MultiplyMii is in search of a Customer Support Specialist who will be working with our client, a US-based electrolyte company, producing a liquid, unflavored, unsweetened electrolyte solution suitable for any drink and popular among diverse groups. They are seeking a detail-oriented and proactive individual to support their administrative tasks, customer support, and order management.

Beyond your experience, we are also looking for someone who is professional and possesses impeccable English language communication skills in both written and verbal.

This role is 100% work from home.

In This Role, You Will Be Responsible For

Subscription Management:

Handle subscription cancellations through Shopify, shopify app "Retextion" and using Gorgias email manager
Manage subscription pauses and apply discount codes for customers requesting discounts on specific products.
Process easy refunds for price differences.

Order Management:

Process sample and seeding orders placed through shopify.
Cancel orders over weekends before shipping.

Customer Support:

Working in tandem with the Customer Service Bot
Respond to customer inquiries and provide tracking information using macros on Gorgias.
Address missing tracking info by sharing tracking links.
Process returns and ensure they are delivered back to us for refunds.
Follow up on return deliveries to confirm refunds.
Answer DMs on Facebook about the product using a glossary/company guide of answers.

About You

Core qualifications:

1-3 years of previous experience in customer support or administrative roles.
Proficiency in Gorgias or other customer support related software
Experience with Shopify or other Ecommerce Platforms
Familiarity with Macros and automated responses
Strong attention to detail and ability to follow processes accurately.
Excellent communication skills in English.
Ability to work independently and manage time effectively.
Reliable internet connection and ability to work remotely

Training

The selected candidate will shadow the current admin for a period to learn the steps and processes involved. Ongoing support and supervision will be provided, and the team will be available for communication through slack during the work day if any questions arise Information about the product/organization will be given to the candidate to become very familiar with in order to properly support our customers

Technical Requirements (Device)

Laptop/Computer (at least 8GB RAM)
Headset (preferable noise canceling microphone)
Fast/Stable Internet Connection (At least 10 mbps)

Why MultiplyMii

MultiplyMii, a premium recruitment & HR services company, is growing FAST and we are currently hiring an exceptional Customer Support Specialist who desires to be part of an exciting organization that rewards and values its team members.

One clear benefit for you beyond the long list at the bottom is that MultiplyMii will be there to hold your hand every step of the way, providing you and the client on-boarding, supporting your unique needs, handling any challenges that might come up in your work environment. We are here to give you (and our client) every opportunity to get it right and nurture this relationship.