1
applicant

Freelance Customer Support Agent

Enliven Designers   Remote • Freelance

Enliven Designers (Pvt.) Ltd is a one-stop shop for all web requirements such as Web Designing, Web Hosting, Web Development, Content Writing, SEO and Social Media Marketing based in Sri Lanka.

We are currently seeking suitable individuals to join as Freelance Customer Support Agents to assist with consumer support for a US-based client who retails phone accessories across the globe.

Job Role

1. Carrying out day-to-day primary customer support activities:

You will be responsible for responding to emails from customers in a timely manner. You will also need to respond to direct messages (DMS) from customers promptly.

2. Handling customer support-related back-end functions:

You might be required to carry out essential back-end functions, such as creating and overseeing customer orders, processing refunds, addressing non-refund-related queries, monitoring orders on hold, submitting claims to service providers, and managing chargebacks promptly and accurately.

3. Collaborating with the Shift Lead:

You will work closely with the Shift Lead, sharing ideas and suggestions to contribute to the development of the customer support function.

4. Meeting customer support goals:

You are responsible for ensuring that the defined customer support goals are met within the expected timeframes.

5. Following customer support quality standards:

You must adhere to the defined quality standards for customer support, ensuring that customer interactions meet the required level of service.

6. Recording product issues and trends:

Keeping track of product issues and functionality trends will be necessary. You will share your findings with the Shift Lead to facilitate improvements.

7. Assisting with analysis and documentation:

You will support the Shift Leads by assisting in analyzing data, preparing product documents, and maintaining records as required.

8. Involvement in customer engagement on social media:

You may be involved in activities related to customer engagement on social media platforms, representing the client's brand and addressing customer inquiries.

The role incorporates career progression for individuals who are passionate about technology with a commitment for customer satisfaction and has a go-getter approach with a strong work ethic.

Requirements:

  • Graduate from a university or equivalent vocational qualification with 1 or more years of experience.
  • Remote Work | candidate must have their own laptop or personal computer with stable Internet access.
  • Availability to work night shift (10.00PM - 6.00AM)
  • Diligent with the ability to work under pressure and in a working home environment.

Skills:

  • Exceptionally fluent in written and spoken English.
  • Excellent collaborative skills with the ability to work effectively in a team environment.
  • Social media exposure would be an added advantage.
  • Previous experience in Email/Chat customer support would be an added advantage.