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About the role
Key responsibilities & impact- Respond and resolve customer inquiries professionally and emphatically via email, web forms, Live Chat, Facebook, WhatsApp and other support channels.
- Document all interactions accurately in the ticketing or CRM system for tracking and reporting purposes.
- Collaborate with internal teams to escalate and resolve complex customer issues.
- Stay updated on company products, services, and policies to provide informed and accurate support.
- Monitor customer feedback from digital platforms and share insights for process improvements.
- Proactively suggests improvements to FAQs and Zendesk knowledge base based on customer feedback.
- Proactively develop a strong understanding of the gifting sector and the clients we support.
- Ensure response times meet service-level agreements (SLAs) and quality benchmarks.
Requirements
What you’ll need- At least 6 to 12 months experience in customer service, technical support, marketing, sales or client servicing roles, ideally within e-commerce or digital products industries
- Fresh college graduates with at least 3 months of on the job or internship experience can apply
- Proficiency in English with strong written communication skills with a customer-first approach.
- Experience in using with CRM tools and ticketing systems such as Zendesk preferred, but not required
- Excellent problem-solving skills, highly organised with exceptional attention to detail.
- Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
- Willingness to work in shifts, including weekends and holidays, as needed.
Benefits
Comp & perks- equal opportunity employer
- inclusive environment
- opportunity to grow skill set
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicetechnical supportmarketingsalesclient servicingproblem-solvingattention to detailtime management
Soft Skills
written communicationcustomer-first approachorganizational skillsability to manage multiple tasksadaptability