Respond promptly to customer inquiries via email, messaging platforms, website chat, and social media messages.
Manage and resolve customer issues through our ticketing system, Zendesk, ensuring all communications are logged accurately.
Provide professional and empathetic support to customers, addressing product inquiries, order updates, troubleshooting, and general questions.
Collaborate with other departments to resolve complex issues and escalate cases when necessary.
Monitor and manage social media messages and comments, providing timely responses that align with the company’s tone and values.
Assist with processing returns, exchanges, and refunds, adhering to company policies.
Identify recurring issues and suggest process improvements to enhance the customer experience.
Maintain up-to-date knowledge of The Gears Clock products and services to provide accurate information to customers.

2-3 years of proven experience in customer support, using Zendesk as a ticketing system.
Excellent written communication skills with a professional and empathetic tone.
Ability to multitask and manage multiple communication channels simultaneously.
Strong problem-solving skills and attention to detail.
Familiarity with social media platforms and online chat systems.
Self-motivated and able to work independently in a remote environment.
Availability to work full-time, including occasional weekends or holidays if required.

Customer Support Representative

Key skills