customer services (sales support)

Job Description: Sales Support/Customer Support Representative
We are a high-end lighting company operating a successful independent e-commerce website serving the U.S. market. We are currently looking for an experienced Customer Support Representative based in the Philippines to join our team. This role involves providing outstanding customer support for our high-end lighting products during the Philippine Time hours of 11:00 PM to 7:00 AM.
Key Responsibilities:
Customer Communication:
Respond to customer inquiries via phone, live chat, and email in a timely and professional manner.
Provide accurate information about our lighting products, including specifications, installation guidance, and warranty information.
Assist customers with their orders, payment processes, and order tracking.
Problem Solving:
Address customer concerns and resolve issues such as product inquiries, shipping questions, and order discrepancies.
Handle complaints with empathy and professionalism to ensure customer satisfaction.
Sales Support:
Guide potential customers through the purchasing process by answering their questions and helping them choose the most suitable lighting solutions for their needs.
Upsell and cross-sell products where appropriate.
Administrative Tasks:
Document customer interactions and update records in our customer management system.
Coordinate with the internal team to ensure timely order processing and delivery.
Requirements:
Language Skills:
Excellent written and spoken English. Strong communication skills are essential.
Ability to clearly and effectively convey information to a U.S.-based audience.
Customer Service Experience:
Previous experience in customer support roles, preferably in e-commerce or a similar industry.
A proactive and solutions-oriented approach to resolving customer concerns.
Work Hours:
Available to work during Philippine Time hours of 11:00 PM to 7:00 AM.
Technical Skills:
Comfortable using customer support tools such as Zendesk, Freshdesk, or similar platforms.
Familiarity with e-commerce platforms