Customer Support Agent

Job Type: Full Time
Job Location: Alexandria


As a Customer Support Agent at Azad, you will play a vital role in ensuring customer satisfaction by providing efficient and effective support throughout the order placement, fulfillment, returns processing, and exchange handling processes. This position requires attention to detail, strong communication skills, and a commitment to delivering exceptional service to our customers

Key Responsibilities

  1. Order Placement:
  • Initiate bulk shipment creation and coordinate with the shipping department.
  • Fill out shore shipping sheets accurately and prepare shipping PDFs and shipping sheets for dispatch.
  • Ensure orders are prepared and settled for dispatch in a timely manner.
  • Mark fulfilled orders and provide reasons for unfulfilled orders, maintaining transparency and accountability.
  1. Order Fulfillment:
  • Share daily reports with clients and shipping carriers, detailing undelivered orders and any associated issues.
  • Coordinate with relevant teams to address any issues affecting order fulfillment and ensure timely resolution.
  1. Returns Processing:
  • Contact customers to collect reasons for return and gather feedback on their experience.
  • Identify opportunities for upselling or offering alternative solutions to meet customer needs.
  • Create return orders in the shipping company and update records in Shopify/Wordpress accordingly.
  • Add tracking numbers from Shopify/Wordpress to facilitate return tracking and ensure transparency in the process.
  • Monitor return order receipt and update restock status accordingly, escalating any issues as necessary.
  1. Exchange Handling:
  • Engage with customers to understand reasons for exchange and address their concerns promptly.
  • Generate exchange orders with the shipping company and update records in Shopify/Wordpress.
  • Include relevant details such as the model to be exchanged to ensure accurate processing.
  • Monitor exchange order fulfillment and update restock status in Shopify/Wordpress accordingly, escalating unresolved issues as needed.
  • By diligently executing the customer support processes outlined above, you will contribute to the overall efficiency and effectiveness of our customer support operations. Timely order processing, proactive communication with customers, and proper handling of returns and exchanges are essential for ensuring customer satisfaction and fostering long-term relationships with our clients.

Key Requirements

  • Excellent communication skills, both written and verbal.
  • Strong organizational skills and attention to detail.
  • Ability to multitask and prioritize tasks effectively.
  • Experience in customer service or a related field is preferred.
  • Familiarity with Shopify, WordPress, and shipping management systems is a plus.

Performance Metrics

  • Timeliness and accuracy of order processing and fulfillment.
  • Customer satisfaction ratings and feedback.
  • Resolution time for returns and exchanges.
  • Adherence to SOPs and quality standards.

Reporting Structure

  • Reports to: Customer Support Manager or Team Lead
  • Collaborates with Shipping Department, Sales Team, and other relevant departments as needed

Benefits and Perks

  • Timeliness and accuracy of code delivery
  • Quality and functionality of developed web assets
  • Collaboration and teamwork within the development team
  • Adherence to coding standards and best practices

Career Advancement Opportunities

  • Opportunities to expand responsibilities and take on leadership roles in cross-functional projects or initiatives that contribute to the company’s growth and success.
  • Opportunities for career growth and advancement within the customer support team, including roles such as Senior Customer Support Agent, Team Lead, or Customer Support Manager.
  • Access to training programs, workshops, and professional development opportunities aimed at enhancing customer service skills, leadership capabilities, and career progression.
  • Mentorship and guidance from experienced leaders within the organization to support skill development and advancement goals.

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