Sozoroad

Customer Support Agent

Sozoroad

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Handle customer inquiries via email and live chat in a timely and professional manner.
  • Respond to inquiries, requests, and concerns with clarity and empathy.
  • Troubleshoot and resolve basic issues, escalating complex cases when necessary.
  • Maintain accurate documentation of interactions in CRM or ticketing systems.
  • Manage multiple conversations while maintaining quality and response standards.
  • Follow client-specific SOPs, workflows, and communication guidelines.
  • Collaborate with internal teams to ensure timely resolution of customer concerns.
  • Uphold service quality, response time, and customer satisfaction expectations.

Requirements

  • Excellent written English skills, including grammar, clarity, and professional tone.
  • Strong typing speed and ability to multitask across multiple email and chat conversations.
  • Proven experience in customer support, preferably in an e-commerce or non-voice role.
  • Familiarity with e-commerce platforms such as Shopify is preferred but not required.
  • Experience using helpdesk tools (e.g., Gorgias, Zendesk, Freshdesk) is an advantage.
  • Customer-first mindset with strong empathy and problem ownership.
  • Ability to follow policies and SOPs while maintaining a positive customer experience.
  • Strong attention to detail and accurate documentation skills.
  • Reliable attendance and commitment to a full-time schedule.
  • Previous BPO or Virtual Assistance experience is a plus, but not mandatory.
  • A bachelor's degree in Business Administration, Business Management, or a related field is not required, but preferred. Equivalent experience will also be considered.
  • Adaptability to work within Eastern Standard Time (EST) for efficient collaboration, if you were to support Sozoroad directly.
  • Willingness to work flexible hours and adapt to team needs, if you were to be deployed elsewhere.
Benefits
  • Competitive Compensation: Your contribution will be recognized and compensated appropriately.
  • Opportunities for Growth: Your professional journey will find numerous avenues for growth within our structure.
  • Structured Part-Time Role: Benefit from a part-time role tailored to respect your other commitments.
  • Remote Work Benefits: Work from a comfortable location, free from the constraints of a daily commute.
  • Continuous Learning: Engage in diverse learning opportunities to enhance and expand your skill set.
  • Performance Recognition: Achievements, both big and small, are recognized and celebrated.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttyping speeddocumentation skillstroubleshootingmultitaskingSOP adherencee-commerce experiencehelpdesk toolsCRM systemsproblem ownership
Soft Skills
clarityempathyattention to detailcustomer-first mindsetprofessional toneadaptabilitycollaborationreliabilitycommitmentpositive customer experience