Customer Support Collaborator - Email Team

Crossian is a high-growth technology-driven e-commerce business. Behind our success is our people. As a start-up formed in 2020, we have created a fast-paced and dynamic environment, enabling our people to reach a cumulative average growth rate of over 700% in just under 4 years. Our mission now is to build direct-to-consumer brands and increase customer LTV.

We are looking for a customer-centric agent with good communication skills and a deep understanding of customer satisfaction insights. You will build strong and long-lasting relationships with our customers, and your efforts will drive customer satisfaction, happiness, growth, and added value to the organization. 

This role is perfect for you if you are a self-starter, have at least 1 year of experience in customer service, and are backed by a proven track record of implementing top-notch customer service programs, policies, and processes.

• Answer and address a high volume of incoming email or chat inquiries relating to product issues, sale policy, and order status in a professional and courteous manner
• Provide high levels of customer satisfaction by displaying patience and empathy towards customers who represent different cultures and backgrounds from the US
• Identify and escalate issues to higher-level management when necessary
• Partner with sales and fulfillment team to notify customers of late supply or issues preventing on-time fulfillment and propose item substitutions when required
• Adhere to performance metrics to meet service level expectations and assigned KPI
• Participate in constructive quality feedback sessions with managers to improve performance

• Proficient in English listening, verbal, and written communication skills. IELTS above 6.5 or equivalent
• 1 year of experience in customer service support; preference given to candidates from customer-facing sectors or with experience in a start-up environment
• Have sought knowledge of customer service practices and principles
• Customer relationship management experience is strongly desired
• Experience with support applications like Freshdesk, Zendesk, and Teamsupport is nice to have
• Ability to handle stressful situations and establish rapport with the client
• Ability to present yourself and the company in a professional manner
• Can work under high-pressure
• Can work remotely on the weekends and public holidays
• Working hours requirements
• Minimum 5 shifts per week
• Minimum 4 hours per shift
• Minimum 2 shifts on weekends
• 80% of total shifts on-site
• Typical work hours: 6-10 PM
• Employees may register to work additional hours and shifts if available

• Competitive hourly rate
• Adequate training provided to help you become a professional Customer Support Agent
• Adequate equipment provided
• A Pantry and a Crossian Cafe stocked with goodies, ready to serve
• Fair, transparent and open working culture
• Work-from-home/Remote option