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Email Support Specialist

Salary undisclosed

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Company Overview: We are Hike Outdoor LLC. We are seeking a dedicated and experienced Email Support Specialist to join our team for a long-term role. If you excel in customer service and enjoy working in a fast-paced environment, we encourage you to apply.

Job Requirements:

Experience in:
Shopify Dropshipping
Freshdesk
Gmail and Excel proficiency
Minimum of [X] years of experience in a similar role
Ability to take on additional tasks as needed after completing primary responsibilities
Qualifications:

Strong interpersonal and customer service skills
Excellent analytical and problem-solving capabilities
Effective multitasking and organizational skills
Proficiency in managing email s and tickets efficiently
Ability to collaborate with a customer service team
High levels of attentiveness and patience
Strong time-management skills
Ability to maintain a positive attitude in challenging situations
Exceptional written and verbal communication skills
Dependability; a tea m me mber that others can rely on
Self-motivation and a commitment to continuous learning
A positive and proactive attitude
Key Responsibilities:

Prompt Responses:

Respond to all customer inquiries within the set response time, with a target of handling at least 100 tickets per day within an 8-hour shift.
Prioritize urgent or sensitive customer issues to ensure customers feel acknowledged promptly.
Clear Communication:

Read and fully understand each customer’s message before responding.
Demonstrate empathy by acknowledging customer concerns and frustrations.
Validate customers’ experiences and express that their feedback is valued.
Provide Accurate and Helpful Information:

Address all points raised by customers with precise, relevant, and clear information.
When appropriate, include helpful tips, resources, or instructions.
Ensure all guidance provided is clear and easy for the customer to follow.
Problem-Solving and Resolution:

Approach customer inquiries with a problem-solving mindset.
Work proactively to find solutions that meet customer needs and maintain high satisfaction.