Customer Support Representative

Description:

Job Duties & Responsibilities

• Process and manage carrier claims and product return requests in a timely and accurate manner.
• Investigate and resolve any issues related to claims and returns.
• Communicate with customers regarding the status of their claims and returns.
• Issue refunds, replacements, and store credits based on customers’ requests and company policies.
• Work closely with the customer support and warehouse team to ensure timely and accurate resolution of claims and returns.
• Maintain accurate records of claims and returns transactions and provide regular reports on activities.
• Ensure compliance with company policies and procedures related to claims and returns processing.
• Continuously look for opportunities to improve the claims and returns process.
• Provide additional support through live chat and tickets if needed.

Experience, Education & Qualifications

• High school diploma or equivalent.
• 1-2 years of experience in a call center customer service role
• 1-2 years of experience in resolving carrier claims and product returns processing or a related field.
• Ability to work well in a team environment.
• Fluency in English written skills
• Ability to work under tight timelines
• Proven track record of meeting and/or exceeding KPI’s

Knowledge, Skills & Attributes

• Strong attention to detail and accuracy.
• Excellent communication and interpersonal skills.
• Proficiency in Microsoft Office, particularly Excel.
• Proficiency in Asana, Zendesk and ShipHero is an asset
• Strong computer skills – ability to grasp various platforms.
• Proficiency with Outlook.
• Basic knowledge of math.
• Ability to manage multiple tasks and prioritize effectively.