Gierd

Customer Support

• Monitor and respond to buyer messages to assist with purchases, product information, shipping concerns, and returns inquiries.
• Manage and resolve marketplace inquiries, return requests, and refund denials, to protect seller funds and status, ensuring accurate, well-documented submissions.
• Assist in reporting and insights on reason for contact, return reasons, outcomes, trends, and opportunities for improved response time rates.
• Conduct trend and root cause analysis to identify recurring issues, recommend solutions, and strengthen processes.
• Handle customer inquiries by CRM, telephone, email, online chat, online Q&A, and any other relevant means of communication with buyers and our Customers.
• Answer inquiries through full understanding and clarity of buyer needs by researching, locating, and providing appropriate information and service.
• Suggest solutions, offering troubleshooting, when a product malfunctions.
• Take ownership of achieving individual and customer performance targets and KPIs, ensuring accountability for all required SLA standards.
• Escalate critical buyer or Customer inquiries and issues to the appropriate internal team or leadership.
• Improve customer service quality results by working with the leadership team to respond with processes and prompts that improve service metrics.

Customer Service Representative – Service Level 2