As a Customer Support Representative, you will be responsible for providing high-quality support to our clients via email, chat, or phone. Your duties will include:
Communicating with customers through various channels (LiveAgent, WhatsApp, chat, phone) and responding promptly to customer inquiries:
- Phone — The Customer Support Agent is responsible for providing exceptional customer service to consumers through inbound telephone calls.
- Chat/WhatsApp — The Customer Support Agent is responsible for efficiently and accurately processing incoming chat or WhatsApp requests.
- Emails — The Customer Support Agent is responsible for efficiently and accurately processing incoming customer email communications.
Knowledge of products and the website: Understand our products (and the website itself) thoroughly to answer questions. While you don’t need to know every medicine we sell, you should be able to navigate the website and find the required information as quickly as possible.
Processing orders and customer requests both in the admin panel and via email.
Record-keeping: Maintain records of customer interactions, transactions, comments, and complaints. This includes filling out Google spreadsheets, adding comments in the admin panel and LiveAgent, and tracking various statistics.
Team communication: Coordinate with necessary colleagues, including the tech team, stock team, content team, and marketing team.
Feedback: Provide insights on the efficiency of the customer service process, such as maintaining statistics for the tech or marketing teams or executing tasks that gather information from customers.
Troubleshooting: Guide customers through basic troubleshooting or setup processes for issues like payment or delivery problems.
Handling complaints: Offer appropriate solutions and alternatives within a timely manner and ensure follow-up for resolution. This includes processing older orders (3+ days) and resolving complaints by re-sending parcels.
Order assistance: Help with the placement of orders, refunds, or exchanges, especially in cases of errors by pharmacies or postal services.
Notifications: Inform customers of any delays, for instance when a medicine is out of stock or a pharmacy is closed.
Documentation: Create manuals and protocols for all potential scenarios support agents might encounter, and add them to our storage sites.
Feedback and reviews: Collect customer feedback, respond to customer reviews, and handle unsatisfied customers, especially on platforms like Trustpilot.
