Customer Service Agent

Visa Hunt; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Visa Hunt is seeking an experienced Customer Service Escalation Specialist to manage complex issues that can’t be resolved by first-level support. You will coordinate with carriers, warehouse teams, and internal departments, and support administrative tasks for B2B customers, including shipping documentation.

You will work closely with the Managing Director to ensure timely resolutions, accurate record-keeping, and ongoing process improvements.

Qualifications

• Minimum 3 years in customer service or related role.
• Experience handling complex escalations.
• Fluent written and spoken English.
• Excellent written and verbal communication.
• Strong organizational and time-management skills.
• Willingness to work evenings 2:00 PM–10:30 PM German time.
• Willingness to work on Georgian public holidays.
• Experience with Zendesk or CRM is a plus.

Responsibilities

• Handle escalations that cannot be resolved by first-level support.
• Investigate complex customer issues and ensure timely resolution.
• Communicate with customers and provide clear updates throughout the process.
• Work with carriers on claims related to lost or damaged parcels.
• File and follow up on investigations for missing deliveries.
• Coordinate with warehouse and first-level support to resolve issues.
• Support administrative tasks for B2B clients, including scheduling carrier pickups.
• Prepare and manage export and shipping documentation.
• Act as interface between customers and internal teams or external providers.
• Advocate for customer needs during process reviews and improvements.
• Identify recurring issues and contribute to service improvements.
• Assist the Managing Director with administrative tasks.
• Maintain accurate records and ensure proper documentation.

Skills

Escalation handling

Customer service

Communication skills

Time management

Problem solving

Collaboration

English fluency

Tools

Zendesk

CRM software

Job description

Category: Customer Service
Location:

We are looking for an experienced Customer Service Escalation Specialist to handle complex customer issues that cannot be resolved by the first-level support team.

You will work directly with the Managing Director and act as an important link between customers, first-level support, carriers, warehouse teams, and other internal functions. In addition to resolving escalated cases, you will support administrative processes for B2B customers and contribute to improving customer service procedures.

Your Duties:

• Handle customer service escalations that cannot be resolved by first-level support.
• Investigate complex customer issues and ensure timely resolution.
• Communicate directly with customers and provide clear updates throughout the resolution process.
• Work with carriers on claims related to lost or damaged parcels.
• File and follow up on investigations for missing or unsuccessful deliveries.
• Coordinate with warehouse and first-level support teams to resolve customer issues.
• Support administrative tasks for B2B clients, including scheduling carrier pickups and following up on unsuccessful pickups.
• Prepare and manage export and shipping documentation.
• Act as the interface between customers and internal teams or external service providers.
• Advocate for customer needs when processes and procedures are being reviewed or improved.
• Identify recurring issues and contribute to improving customer service processes.
• Assist the Managing Director with relevant administrative tasks.
• Maintain accurate records and ensure cases are properly documented.

Requirements

• Minimum 3 years of relevant experience in customer service, customer support, or another customer-facing role.
• Proven experience handling complex customer issues or escalations.
• Fluent English, both written and spoken.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Ability to work effectively in a fast-paced environment.
• Strong problem-solving and customer-focused mindset.
• Willingness to work evening hours, approximately 2:00 PM-10:30 PM German time.
• Willingness to work on Georgian public holidays.
• Experience with Zendesk or another CRM/customer service platform is a plus.
• Ability to collaborate effectively with customers, carriers, warehouse teams, and internal departments.

Details

Originally posted on Himalayas