Omnichannel Customer Support Specialist

unybrands; Venezuela; Presencial; VES 11.592.000 - 18.547.000; Jornada completa

Descripción de la vacante

unybrands is seeking a Customer Service Representative to support multiple brands across marketplaces and channels. You will resolve inquiries quickly, maintain product knowledge, and help improve processes to enhance the customer experience.

You will handle email, chat, phone, and social media with a customer-first mindset, collaborating with teams and using Zendesk and Shopify. Shifts cover early morning to late evening EST, including weekends, in a fast-paced, globally distributed environment.

Formación

• Experience in customer service, e-commerce, or a similar role.
• Excellent communication and problem-solving skills.
• A genuine customer-first mindset with empathy and professionalism.
• Strong attention to detail and ability to follow processes accurately.
• Comfortable learning and working across multiple systems and platforms.
• Ability to work independently, take ownership, and collaborate with a team.
• Adaptable, curious, and eager to learn and improve.

Responsabilidades

• Provide friendly, timely support via email, chat, phone, Zendesk, Amazon, TikTok Shop, Shopify, BOL, and social media.
• Investigate and resolve customer enquiries, following SOPs and marketplace processes.
• Manage tickets accurately, including labelling, macros, notes, and workflows.
• Support operational tasks such as replacements, refunds, invoices, and shipping labels.
• Maintain strong knowledge of our products, brands, policies, and platforms.
• Escalate complex issues with clear context and take ownership of follow-ups.
• Identify recurring customer issues, process gaps, and product or listing inaccuracies.
• Share feedback and ideas that improve workflows, tools, FAQs, and the overall customer experience.
• Use AI and new technologies to work efficiently and improve communication.

Conocimientos

Customer service

E-commerce

Communication

Problem solving

Detail oriented

Zendesk experience

Herramientas

Zendesk

Shopify

Amazon Seller Central

TikTok Shop

ShipStation

BOL

Descripción del empleo

unybrands is seeking a Customer Service Representative to support multiple brands across marketplaces and channels. You will resolve inquiries quickly, maintain product knowledge, and help improve processes to enhance the customer experience.

You will handle email, chat, phone, and social media with a customer-first mindset, collaborating with teams and using Zendesk and Shopify. Shifts cover early morning to late evening EST, including weekends, in a fast-paced, globally distributed environment.