Customer Support Coordinator

As a Customer Support Coordinator, you will be responsible for providing comprehensive support to both internal teams and external sellers. You will manage technical troubleshooting, assist sellers with their inquiries, and ensure a smooth claim process for merchants and carriers. This role requires excellent communication skills, technical proficiency, and the ability to handle multiple workflows consistently.

Key Responsibilities:

• Provide timely and professional assistance to sellers via email, chat, and phone
• Review claims submitted by merchants to determine payment and submit claims to carriers to recover funds
• Address seller inquiries regarding account setup, product listings, order processing, payments, and other platform-related matters
• Utilize chat platforms to troubleshoot and resolve issues in real-time, maintaining high levels of customer satisfaction
• Document chat interactions and solutions for future reference
• Collaborate with team members to escalate and resolve complex issues
• Educate sellers on platform policies, procedures, and best practices to optimize their selling experience
• Monitor seller performance metrics and provide feedback and recommendations for improvement
• Assist in the development and maintenance of seller support resources, such as knowledge base articles and FAQs
• Stay informed about industry trends and competitor activities to identify opportunities for enhancing support services
• Stay up to date on product knowledge and technical skills

Requirements

• 3 to 5 years of experience in customer support, preferably in an e-commerce or marketplace environment
• Strong communication skills, both written and verbal, with excellent problem-solving abilities and attention to detail
• Proven ability to think critically when faced with complex decision making
• Technical proficiency in software and hardware troubleshooting
• Ability to handle multiple chat sessions simultaneously while maintaining quality support
• Proficiency in Google Sheets, Asana, Slack, Zendesk, and Postman
• Familiarity with CRM systems and support ticketing platforms is a plus
• Bachelor's degree in business administration, marketing, or a related field
• Ability to multitask and prioritize tasks in a fast-paced environment
• Customer-centric mindset with a focus on delivering exceptional support

Benefits

• Free lunch meal, fruits, snacks, and drinks (if you are in an onsite shift)
• Onsite gym with a free professional instructor
• Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
• Weekly engagement activities with prizes that are up to 3,000 PHP
• Free upskilling academy to improve your performance and skillset
• State-of-the-art facilities from toilets to your workstation
• Amenities such as sleeping quarters, game area, chat room, shower room