Customer Service Representative

Key Responsibilities Customer Support - Respond to customer inquiries via Zendesk, chat, and email in a professional, empathetic, and solution-oriented manner. - Review customer conversations and accurately identify concerns and required actions. - Provide timely updates and resolutions while maintaining a positive customer experience. - Document all customer interactions and case details accurately within Zendesk. Return Assistance - Review and validate customer return requests, order details, and item information. - Locate and access merchant return portals when necessary. - Submit return requests on behalf of customers according to merchant policies. - Collect and verify return shipping labels, QR codes, return instructions, and return addresses. - Accurately update ticket records and resolve completed return cases. - Document failed return attempts and apply appropriate tags and notes according to established procedures. Merchant Communication - Contact merchants regarding order status inquiries, delayed shipments, cancellations, refunds, and other customer concerns. - Monitor merchant responses and provide customers with timely updates. - Escalate unresolved issues when necessary. Seel Insurance and App Support - Assist customers with package protection claims, lost, stolen, damaged, or delayed package concerns. - Guide customers through Seel App features, including order tracking, returns, claims reporting, email connection, and Seel Cash withdrawals. - Coordinate with Seel Support when additional assistance is required. Qualifications - High School Diploma or equivalent required. - Previous customer service, chat support, or email support experience preferred. - Experience using Zendesk or similar ticket management systems is an advantage. - Excellent written and verbal English communication skills. - Strong problem-solving, organizational, and multitasking abilities. - Ability to work independently while maintaining quality and productivity standards. Work Details - Schedule: Shifting, adjusted according to business needs - Training: 9:00 AM – 6:00 PM (adjustable) - Probation: 6 months