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

Work arrangement
No