Online Customer Support Specialist

About the Role

Our client is seeking a dedicated and empathetic Online Customer Support Specialist to join their fully remote team, supporting customers of their online retail operations based in Edinburgh . This role is vital in ensuring customer satisfaction by providing timely and effective support through various digital channels, including email, chat, and social media. You will act as the first point of contact, resolving queries, troubleshooting issues, and providing information about products and services. This is an ideal position for someone who excels at communication, problem-solving, and working autonomously from a home-based setting, contributing to a positive brand image.

Key Responsibilities

• Respond to customer inquiries and resolve issues via email, live chat, and social media platforms.
• Provide accurate information regarding products, orders, shipping, and returns policies.
• Troubleshoot and resolve customer complaints and technical issues related to the online store.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate departments or supervisors when necessary.
• Contribute to the development of FAQs and support documentation.

Requirements

• Previous experience in customer service, preferably in an online or contact center environment.
• Excellent written and verbal communication skills, with a strong command of English.
• Proficiency with customer service software, CRM systems, and digital communication tools.
• Ability to remain calm, patient, and professional in challenging situations.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.

Benefits

• Competitive salary and performance-based bonuses.
• Fully remote work arrangement, offering significant flexibility.
• Comprehensive training and ongoing professional development opportunities.
• Contribution to a pension scheme.
• A supportive and collaborative virtual team atmosphere.