Job Title: Email Support Specialist
Department: Operations
Reports To: Joel
Job Summary:
An Email Support Specialist provides timely and professional assistance to customers via email. This role involves addressing inquiries, resolving issues, and maintaining a positive customer experience. The ideal candidate excels in written communication, pays close attention to detail, and manages multiple email threads efficiently while maintaining alignment with the brand voice.
Key Responsibilities
-Customer Email Support:
Respond promptly and professionally to customer emails.
Address issues related to orders, product details, and general inquiries.
-Record Maintenance:
Maintain accurate and detailed records of customer interactions.
-Escalation & Collaboration:
Escalate complex issues to the appropriate teams when necessary.
Collaborate with customer service and marketing teams to maintain the brand voice.
-Process Improvement:
Assist in creating and updating FAQs, email templates, and macros.
Provide feedback to enhance processes and improve customer satisfaction.
Required Qualifications
1–2 years of experience in customer service or email support.
Proficiency in customer support platforms like Zendesk or Gorgias.
Strong written communication skills with exceptional attention to detail.
Preferred Qualifications
Experience with CRM systems and email automation tools.
Proficiency in data entry and basic analytics (Excel or Google Sheets).
Familiarity with Poppi products and brand voice.
Key Competencies
Problem-Solving: A customer-first mindset with the ability to resolve issues effectively.
Multitasking: Ability to handle multiple tasks and prioritize efficiently in a fast-paced environment.
Written Communication: Clear and professional communication skills with a focus on detail and accuracy.
Adaptability: Flexibility to manage changing workloads and adapt to new tools or processes.
Collaboration: Work effectively with cross-functional teams to ensure customer satisfaction.
Physical Requirements/Work Environment
A laptop or desktop computer running Windows 10 or later.
Reliable high-speed internet connection with at least:
*30 Mbps download speed
*5 Mbps upload speed (testable via speedtest.net).
Backup internet connection is required.
A dedicated work area free from distractions and background noise
Salary Range: Will be disclosed in the job offer.
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