About the Role
Helfy is looking for a German-speaking Customer Support Representative to join our growing team in Tbilisi. This role combines customer-facing support with Back Office operational tasks to ensure a smooth and efficient customer experience.
Location & Conditions
Location: Pekini Street, Tbilisi, Georgia
Work Mode: On-site only
Working Hours:
- Monday-Friday: 13:00-22:00
- Occasional weekend shifts may be required
Salary: 2,200 GEL (net) + performance-based bonuses
Customer Communication & Support
- Communicate with customers via email, phone calls, WhatsApp,and live chat.
- Provide clear, accurate, and timely responses to customer inquiries.
- Assist customers with placing orders, refunds, exchanges, and general account-related questions.
Product & Platform Knowledge
- Develop a strong understanding of Helfy’s products and website functionalities.
- Navigate the platform efficiently to quickly locate and provide relevant information.
Order & Request Management
- Process customer orders and requests via the administrative panel and email.
- Handle re-shipments, refunds, and order corrections when needed.
Back Office & Operational Tasks
- Perform Back Office tasks, including order verification, data validation, and internal follow-ups.
- Update internal systems and tools to ensure accurate order and customer data.
- Coordinate with internal teams to support operational workflows and case resolution.
Issue Resolution & Escalation
- Troubleshoot issues such as payment delays, delivery problems, or technical difficulties.
- Handle customer complaints professionally by offering appropriate solutions and alternatives.
- Escalate complex or sensitive cases to relevant departments (technical, product, operations, etc.).
Internal Communication & Reporting
- Share insights and feedback on customer experience and support processes.
- Collect and report data for technical and product teams.
Documentation & Process Improvement
- Upload relevant documentation to the website or internal tools for team use.
- Collect customer feedback, respond to evaluations, and proactively engage with dissatisfied customers.