客户支持专员
Customer Support Specialist
我们是一家专注于健康领域的公司，致力于为消费者提供优质的有机初榨橄榄油。我们正在寻找一位客户支持专员，该职位需要热衷于提供卓越的客户体验，并确保每一次客户互动都体现出我们对品质和关怀的承诺。该职位将负责处理客户咨询、解决与运输相关的问题，并作为客户、履约合作伙伴和运输保险公司之间的联络人。
**职责**
- 回复有关产品、订单、运输和账户问题的客户支持咨询。
- 解决丢失、被盗、延迟或损坏的运输问题。
- 处理符合条件的替换和重新发货订单。
- 与运输保险公司协调提交和跟踪索赔。
- 通过 Slack 与第三方物流（3PL）合作伙伴沟通，解决订单履约问题、错取货物和运输问题。
- 跟进物流和保险公司，确保在适用情况下收到赔偿。
- 维护详细的客户支持案例和解决方案记录。
- 准备每周客户支持报告，包括：
- ○ 工单日期和时间
- ○ 客户问题摘要
- ○ 保险索赔状态
- ○ 赔偿结果
- ○ 重新发货详情
- ○ 客户满意度评分（1–5 分）
- 有客户服务或客户支持经验。
- 优秀的英文书面沟通能力。
- 强烈的同理心和冲突解决能力。
- 在帮助沮丧客户时能够保持冷静和专业。
- 高度有条理，注重细节。
- 擅长独立工作并管理多个跟进事项。
- 熟悉使用 Slack；有 Gorgias 或类似客服平台经验者优先。
- 能够快速学习产品知识并自信地为客户服务。
**理想候选人**
- 亲切、富有同理心且以客户为中心。
- 耐心且易于接近，具有服务优先的思维。
- 任务导向且可靠。
- 擅长从问题开始到解决全程负责。
- 承诺为每位客户提供积极的体验。
Hireframe 提供近岸和离岸招聘解决方案，作为一家以远程办公为主的公司，团队成员分布在美、墨、菲三国。我们完善的福利待遇包括：
- 永久性远程办公灵活性
- 年度绩效奖金
- 专属
查看英文原文
We are a health-focused company dedicated to providing premium organic extra virgin olive oil to consumers. We are seeking a Customer Support Specialist who is passionate about delivering exceptional customer experiences and ensuring every customer interaction reflects our commitment to quality and care. This role will be responsible for managing customer inquiries, resolving shipping-related issues, and serving as a liaison between customers, fulfillment partners, and shipping insurance providers.
**Responsibilities**
- Respond to customer support inquiries regarding products, orders, shipments, and general account questions.
- Resolve issues involving lost, stolen, delayed, or damaged shipments.
- Process eligible replacement and reshipment orders.
- Coordinate with shipping insurance providers to submit and track claims.
- Communicate with third-party logistics (3PL) partners through Slack to resolve order fulfillment issues, mispicks, and shipment concerns.
- Follow up with logistics and insurance partners to ensure reimbursements are received when applicable.
- Maintain detailed records of customer support cases and resolutions.
- Prepare weekly customer support reports including:
- ○ Ticket date and time
- ○ Customer issue summary
- ○ Insurance claim status
- ○ Reimbursement outcomes
- ○ Reshipment details
- ○ Customer satisfaction ratings (1–5 scale)
- Previous customer support or customer service experience.
- Excellent written English communication skills.
- Strong empathy and conflict-resolution abilities.
- Ability to remain calm and professional when assisting frustrated customers.
- Highly organized with strong attention to detail.
- Comfortable working independently and managing multiple follow-ups.
- Experience using Slack; experience with Gorgias or similar help desk platforms is a plus.
- Ability to learn product knowledge quickly and confidently assist customers.
**Ideal Candidate**
- Kind, empathetic, and customer-focused.
- Patient and approachable with a service-first mindset.
- Task-oriented and reliable.
- Comfortable taking ownership of issues through resolution.
- Committed to providing a positive experience for every customer.
Hireframe provides nearshore and offshore staffing solutions, operating as a remote-first organization with team members located in the United States, Mexico, and the Philippines. Our robust benefits package includes:
- Permanent remote work flexibility
- Annual performance bonuses
- Dedicated coaches offer an extra channel of support and skill-building
- Opportunities for professional growth
At Hireframe, we cultivate a supportive environment that fosters professional development and success, ensuring our team members thrive in their careers.
**Learn More**
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