Customer Support, Admin Coordinator

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

📋 Description

• Respond to customer inquiries via email in a timely manner, delivering precise information and efficiently resolving issues.

• Assist customers with inquiries regarding order status, track shipments, and provide estimated delivery timelines.

• Manage subscription-related requests, including upgrades, downgrades, renewals, and addressing billing issues.

• Process cancellation requests, initiate refunds when necessary, and present retention offers when suitable.

• Recognize and escalate complex or unresolved issues to the relevant teams while ensuring prompt follow-up.

• Maintain and update customer support documentation, FAQs, and internal knowledge bases to enhance response efficiency.

• Oversee the onboarding process for wholesale customers by reviewing applications, following up on missing information, communicating next steps, supporting initial orders, keeping accurate records, and tracking outstanding actions to completion.

• Publish pre-approved content across specified social and digital platforms according to the content calendar and SOPs, while ensuring accuracy, maintaining posting records, and escalating any missing assets or scheduling conflicts.

• Manage recurring administrative and reporting tasks, including completing event registrations, organizing business records, updating and generating reports, following up on forms and requirements, and facilitating ongoing coordination in accordance with established SOPs.

⛳️ Requirements

• At least 2.5 years of demonstrated experience in customer support, preferably in a non-voice capacity (chat and email).

• Excellent written communication skills with a strong focus on detail and clarity.

• Capability to multitask and handle multiple inquiries simultaneously.

• Familiarity with order management systems and CRM tools.

• A problem-solving mindset and a proactive approach to resolving issues.

• Proficient in using AI tools such as ChatGPT to enhance productivity, assist with emails and documentation, organize information, and support reporting tasks.

• Experience in managing subscriptions, refunds, and escalations is an advantage.

🏝️ Benefits

• Competitive salary.

• Opportunity to influence the HR function of a rapidly expanding BPO.

• Collaborate closely with a team of industry leaders who have successfully scaled BPOs in the past.

• Career growth and development opportunities.