Customer Support Specialist

ABMOD Inc. is a distinguished overseas reseller specializing in top-tier motorcycle parts and accessories. Our extensive inventory boasts premium offerings including helmets, racing suits, exhaust systems, boots, jackets, and an array of other essential gear. With a meticulous selection process, we exclusively feature products from the most esteemed brands in the industry, guaranteeing our customers access to the pinnacle of quality. Our primary focus extends to the vibrant markets of the USA, Europe, and Asia, ensuring that motorcycle enthusiasts worldwide have access to our exceptional range of products.

Job Description:
Customer Support Specialist (eCommerce) As a Customer Support Specialist, you will play a crucial role in ensuring a positive customer experience by providing efficient and effective assistance to customers with their inquiries, concerns, and issues. You will act as a bridge between the customers and the company, delivering exceptional support and maintaining a high level of customer satisfaction.

Roles and Responsibilities:

• Interact with customers via various communication channels such as phone, email, chat, and social media. Address inquiries related to products, services, billing, technical issues, and general assistance.
• Listen to customers' concerns and problems to provide accurate and timely resolutions. Collaborate with other departments when necessary to resolve complex issues.
• Develop an in-depth understanding of the company's products, services, and processes. Stay updated on product changes and updates to effectively assist customers.
• Gather customer feedback regarding their experiences, pain points, and suggestions for improvement. Share valuable insights with relevant internal teams for continuous enhancement.
• Maintain accurate records of customer interactions, transactions, and resolutions in the customer support database. Use these records for analysis, reporting, and continuous improvement.
• Adhere to company-defined service quality standards. Participate in quality assurance initiatives to continuously improve the customer support process.
• Collaborate with colleagues, supervisors, and other departments to share insights, best practices, and work together to improve overall customer satisfaction.

Desired Candidate's Profile:

• Bachelor's and above degree preferred.
• 2+ years of proven experience in customer support or a related role.
• Excellent communication skills, both written and verbal.
• Strong technical aptitude and familiarity with software.
• Strong problem-solving abilities and a patient, empathetic demeanour.
• Ability to handle high-pressure situations and difficult customers professionally.
• Effective time management and organizational skills.
• Flexibility to work in shifts, including weekends and holidays if required.
• Multilingual skills may be advantageous depending on the customer base.