Customer Service Agent

This is a fully remote position, open to applicants in Georgia.

📋 Description

• Manage customer service escalations that first-level support cannot address.

• Investigate intricate customer issues and ensure swift resolution.

• Engage directly with customers, providing clear updates throughout the resolution process.

• Collaborate with carriers regarding claims for lost or damaged packages.

• File and monitor investigations for missing or unsuccessful deliveries.

• Coordinate with warehouse and first-level support teams to resolve customer inquiries.

• Assist with administrative duties for B2B clients, including scheduling carrier pickups and following up on failed pickups.

• Prepare and oversee export and shipping documentation.

• Serve as the liaison between customers and internal teams or external service providers.

• Advocate for customer needs during reviews or enhancements of processes and procedures.

• Identify recurring challenges and help improve customer service processes.

• Support the Managing Director with relevant administrative responsibilities.

• Maintain accurate records and ensure proper documentation of cases.

⛳️ Requirements

• A minimum of 3 years of relevant experience in customer service, customer support, or other customer-facing roles.

• Demonstrated experience in handling complex customer issues or escalations.

• Proficient in English, both written and spoken.

• Exceptional written and verbal communication skills.

• Strong organizational abilities and time-management skills.

• Capability to work efficiently in a fast-paced environment.

• Strong problem-solving skills with a customer-focused approach.

• Willingness to work evening hours, approximately 2:00 PM–10:30 PM German time.

• Willingness to work on Georgian public holidays.

• Experience with Zendesk or another CRM/customer service platform is an advantage.

• Ability to collaborate effectively with customers, carriers, warehouse teams, and internal departments.

🏝️ Benefits

• Comprehensive training and development opportunities.

• A supportive and collaborative work environment.

• Competitive salary and incentives.

• Opportunities for career advancement.