US International Customer Care

Key Responsibilities:

• Provide outstanding customer support to US and UK clients via phone, email, live chat, and other digital platforms.
• Handle inquiries related to product information, order status, returns, refunds, technical issues, and account management.
• Resolve customer complaints and issues with professionalism and efficiency, ensuring a high level of satisfaction.
• Collaborate with internal teams (Sales, Logistics, Product, Technical Support) to ensure customer issues are resolved accurately and timely.
• Maintain knowledge of company products, services, promotions, and policies.
• Use CRM tools (e.g., Salesforce, Zendesk, Freshdesk) to document interactions and manage tickets.
• Ensure service-level agreements (SLAs) are met and performance targets are achieved.
• Adapt communication style to suit the cultural expectations and tone of the US and UK customer bases.
• Escalate complex or unresolved issues to appropriate departments as needed.
• Gather customer feedback and contribute to process improvements.

Qualifications & Requirements:

• Bachelor's degree or equivalent work experience.
• 2+ years of experience in customer service or support, preferably in an international or e-commerce environment.
• Fluency in English with excellent written and verbal communication skills.
• Strong understanding of US and UK cultural norms and customer service expectations.
• Experience with CRM systems like Zendesk, Salesforce, or similar tools.
• Ability to multitask and remain calm under pressure.
• High attention to detail and problem-solving skills.
• Flexibility to work across multiple time zones, including evenings or weekends if needed.
• Tech-savvy with good knowledge of MS Office, Google Workspace, and online communication platforms.