Customer Support Coordinator

Employment: Full-time Experience: Associate As a Customer Support Coordinator, you will be responsible for providing comprehensive support to both internal teams and external sellers. You will manage technical troubleshooting, assist sellers with their inquiries, and ensure a smooth claim process for merchants and carriers. This role requires excellent communication skills, technical proficiency, and the ability to handle multiple workflows consistently. Key Responsibilities: Provide timely and professional assistance to sellers via email, chat, and phone Review claims submitted by merchants to determine payment and submit claims to carriers to recover funds Address seller inquiries regarding account setup, product listings, order processing, payments, and other platform-related matters Utilize chat platforms to troubleshoot and resolve issues in real-time, maintaining high levels of customer satisfaction Document chat interactions and solutions for future reference Collaborate with team members to escalate and resolve complex issues Educate sellers on platform policies, procedures, and best practices to optimize their selling experience Monitor seller performance metrics and provide feedback and recommendations for improvement Assist in the development and maintenance of seller support resources, such as knowledge base articles and FAQs Stay informed about industry trends and competitor activities to identify opportunities for enhancing support services Stay up to date on product knowledge and technical skills Requirements 3 to 5 years of experience in customer support, preferably in an e-commerce or marketplace environment Strong communication skills, both written and verbal, with excellent problem-solving abilities and attention to detail Proven ability to think critically when faced with complex decision making Technical proficiency in software and hardware troubleshooting Ability to handle multiple chat sessions simultaneously while maintaining quality support Proficiency in Google Sheets, Asana, Slack, Zendesk, and Postman Familiarity with CRM systems and support ticketing platforms is a plus Bachelor's degree in business administration, marketing, or a related field Ability to multitask and prioritize tasks in a fast-paced environment Customer-centric mindset with a focus on delivering exceptional support Benefits Free lunch meal, fruits, snacks, and drinks (if you are in an onsite shift) Onsite gym with a free professional instructor Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP Weekly engagement activities with prizes that are up to 3,000 PHP Free upskilling academy to improve your performance and skillset State-of-the-art facilities from toilets to your workstation Amenities such as sleeping quarters, game area, chat room, shower room