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Part-Time Customer Support Agent
Job Description:
- Handle customer inquiries via email and live chat in a timely and professional manner.
- Respond to inquiries, requests, and concerns with clarity and empathy.
- Troubleshoot and resolve basic issues, escalating complex cases when necessary.
- Maintain accurate documentation of interactions in CRM or ticketing systems.
- Manage multiple conversations while maintaining quality and response standards.
- Follow client-specific SOPs, workflows, and communication guidelines.
- Collaborate with internal teams to ensure timely resolution of customer concerns.
- Uphold service quality, response time, and customer satisfaction expectations.
Requirements:
- Excellent written English skills, including grammar, clarity, and professional tone.
- Strong typing speed and ability to multitask across multiple email and chat conversations.
- Proven experience in customer support, preferably in e-commerce or non-voice role.
- Familiarity with e-commerce platforms such as Shopify is preferred but not required.
- Experience using helpdesk tools (e.g., Gorgias, Zendesk, Freshdesk) is an advantage.
- Customer-first mindset with strong empathy and problem ownership.
- Ability to follow policies and SOPs while maintaining a positive customer experience.
- Strong attention to detail and accurate documentation skills.
- Reliable attendance and commitment to a part-time schedule.
- Previous BPO or Virtual Assistance experience is a plus, but not mandatory.
- A bachelor's degree in Business Administration, Business Management, or a related field is not required, but preferred.
- Equivalent experience will also be considered.
- Adaptability to work within Eastern Standard Time (EST) for efficient collaboration, if you were to support Sozoroad directly.
- Willingness to work flexible hours and adapt to team needs, if you were to be deployed elsewhere.
Benefits:
- Competitive Compensation: Your contribution will be recognized and compensated appropriately.
- Opportunities for Growth: Your professional journey will find numerous avenues for growth within our structure.
- Structured Part-Time Role: Benefit from a part-time role tailored to respect your other commitments.
- Remote Work Benefits: Work from a comfortable location, free from the constraints of a daily commute.
- Continuous Learning: Engage in diverse learning opportunities to enhance and expand your skill set.
- Performance Recognition: Achievements, both big and small, are recognized and celebrated.
