Required Skills & Experience
-At least 2-3+ years experience in customer support/service roles
-Patience, empathy, and the ability to remain calm and solution-oriented in tough situations.
-Confidence using communication tools and CRM platforms (training provided).
-Desire to build relationships with customers and contribute to long-term satisfaction.
Job Description
Insight Global is seeking a Customer Support Associate to help with a client in the ecommerce space. This individual will help handle all inquiries from customers via phone, chat, and email. This role is responsible for de-escalating all concerns and providing top tier customer service at all times. This will be an onsite role 5 days a week, 8 -5 est. Responsibilities: -Handle second-level escalations and requests with empathy and clarity. -De-escalate and resolve customer concerns with follow-up communication to ensure satisfaction. -Contact customers proactively in the event of order delays, shipping issues, or concerns with delivery. -Monitor and respond to negative online reviews (Trustpilot, Google, BBB, etc.) with thoughtful outreach. -Collaborate closely with our Customer Service and Logistics teams to ensure seamless resolution of issues. -Keep accurate documentation and escalate unresolved issues with proper notes.
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