Deskripsi Pekerjaan
Are you a passionate problem solver ready to make a real impact? Nova Brands Sdn Bhd is seeking an enthusiastic E-Commerce Customer Support Specialist to join our rapidly expanding, 100% remote team. As one of Southeast Asia's fastest-growing Direct-to-Consumer (DTC) brands, we are looking for individuals who prioritize customer satisfaction and revenue protection. In this pivotal role, you will be the first point of contact for our diverse customer base, handling inquiries across various platforms with professionalism and empathy. We believe in a culture of autonomy and growth, offering a flexible remote environment where your efforts directly contribute to the company's success. If you thrive in a fast-paced digital landscape and want to join a high-impact team, we want to hear from you.
Tanggung Jawab
- Manage and resolve high-volume customer inquiries via email, live chat, and phone channels.
- Assist customers with product information, order tracking, returns, and exchanges.
- Collaborate closely with logistics and fulfillment teams to ensure timely and accurate deliveries.
- Identify and escalate complex issues to management to prevent revenue loss.
- Maintain accurate and up-to-date customer records within the CRM system.
- Contribute to the continuous improvement of support processes and knowledge base articles.
- Represent the Nova Brands brand voice with professionalism and empathy in every interaction.
Kualifikasi
- Minimum 1-2 years of experience in Customer Service or E-commerce support.
- Strong written and verbal communication skills in English.
- Proficiency in using CRM software (e.g., Zendesk, Freshdesk) and MS Office Suite.
- Ability to multitask effectively in a remote work setting.
- Strong problem-solving skills and a customer-first mindset.
- Self-motivated with the ability to work independently without direct supervision.