Online Customer Service

vor 2 Wochen

Zürich, Zürich, Schweiz Noryvia Vollzeit CHF 50'000 - CHF 80'000 pro Jahr

Role Description

The Online Customer Service Representative provides timely and effective support to customers through digital channels such as email, chat, and social media. This role ensures high-quality customer experiences by resolving inquiries, processing orders, and addressing complaints efficiently. The position requires strong communication skills, problem-solving abilities, and a customer-first mindset to maintain satisfaction and loyalty.

Key Responsibilities

  • Respond promptly to customer inquiries via email, live chat, and social media platforms.
  • Resolve customer issues, complaints, and service requests accurately and efficiently.
  • Process orders, returns, exchanges, and refunds following company policies.
  • Provide product information, troubleshooting guidance, and usage assistance to customers.
  • Maintain accurate records of customer interactions and transactions in CRM systems.
  • Escalate complex issues to supervisors or specialized teams as needed.
  • Monitor customer feedback and identify trends or recurring issues to support continuous improvement.
  • Collaborate with sales, logistics, and technical teams to ensure seamless customer service.
  • Follow company policies, procedures, and guidelines to ensure compliance and quality service.
  • Contribute to the development of FAQs, knowledge bases, and customer support resources.

Qualifications

  • High school diploma or equivalent; Bachelor's degree in Business, Communications, or a related field is a plus.
  • 1–3 years of experience in customer service, call center, or online support roles.
  • Strong written and verbal communication skills in English; Japanese proficiency is advantageous for Japan-based roles.
  • Familiarity with CRM systems, live chat platforms, and digital communication tools.
  • Excellent problem-solving and conflict-resolution skills.
  • Patience, empathy, and a customer-oriented mindset.
  • Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  • Strong attention to detail and accuracy in documenting customer interactions.
  • Ability to work independently and collaboratively as part of a team.
  • Flexibility to work across various time zones or shifts if required.
  • The ideal candidate is proactive, communicative, and attentive to customer needs, capable of providing seamless online support. The Online Customer Service Representative plays a critical role in maintaining customer satisfaction, fostering loyalty, and supporting the company's reputation through effective digital service.

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