[Remote] Customer Support Associate

Note: The job is a remote job and is open to candidates in USA. Max Retail is a cutting-edge technology platform enabling independent retailers and brands to sell their excess inventory online effortlessly. The role of Customer Support Associate involves providing support to customers through various channels, managing orders, and ensuring a positive customer experience in a startup environment.

Responsibilities

• Contribute to the expansion of Customer Support and Experience while also remaining highly flexible in a startup environment
• Understand Max Retail’s performance expectations and effectively communicate them to our sellers
• Provide support to Max Retail customers via phone, email, live chat, etc
• Manage orders and customers on partner channels and on Max Retail’s platform
• Maintain a positive attitude while resolving product and service incidents efficiently
• Follow up with customers on inventory, orders, and shipments as necessary
• Create shipping labels and manage return process
• Maintain customer records by updating account information
• Ensure timely resolution of all matters
• Assist in optimizing the customer experience department including people, products, processes and technologies to deliver business and operational objectives
• Provide thoughtful insight to customer concerns and work with the company to improve processes
• Work weekends and holidays on a rotating basis

Skills

• Contribute to the expansion of Customer Support and Experience while also remaining highly flexible in a startup environment
• Understand Max Retail's performance expectations and effectively communicate them to our sellers
• Provide support to Max Retail customers via phone, email, live chat, etc
• Manage orders and customers on partner channels and on Max Retail's platform
• Maintain a positive attitude while resolving product and service incidents efficiently
• Follow up with customers on inventory, orders, and shipments as necessary
• Create shipping labels and manage return process
• Maintain customer records by updating account information
• Ensure timely resolution of all matters
• Assist in optimizing the customer experience department including people, products, processes and technologies to deliver business and operational objectives
• Provide thoughtful insight to customer concerns and work with the company to improve processes
• Work weekends and holidays on a rotating basis
• You work with efficiency. You understand productivity metrics and are able to hold yourself accountable to assisting sellers with attention to detail and efficiency
• Excellent written and verbal communication skills
• Communicator. You listen well and understand the needs of our sellers and our business. You express your ideas clearly and communicate persuasively to produce positive results
• Comfortable stepping out of your comfort zone to support the team
• You are adaptable and can think on your feet when faced with new challenges, or tough conversations
• Highly organized and strong time management skills
• You rebound quickly. Handling difficult customer issues is a challenging job! You approach every day with a positive attitude and rebound quickly. Don't take things personally
• Patience when assisting sellers who are not tech savvy
• Maintain a positive, empathetic, and professional attitude toward all customers at all times
• Ability to multitask while maintaining attention to detail
• Ability to learn new systems quickly
• Comfortable with using multiple systems at once

Company Overview