Customer Support

Description

The Customer Support role at Koriderm focuses on delivering exceptional assistance to customers through various communication channels and ticketing systems. This position requires handling inquiries related to orders, shipping, subscription management, and after-sales concerns accurately and efficiently. The ideal candidate ensures timely responses within assigned service level agreements, follows standard operating procedures for ticket management, and maintains updated knowledge of company products, policies, and promotions. Attention to detail, effective multitasking, and maintaining confidentiality are critical to success in this role. Although this position does not involve managing a team, strong collaboration with team leads and peers is essential to ensure seamless customer experience and operational flow. The role demands consistent communication and coordination with suppliers and internal departments to resolve issues related to shipping and product fulfillment. The representative monitors and records daily activities such as email responses, subscriptions, and refunds, ensuring accurate documentation. Additionally, adherence to company guidelines regarding attendance, reporting, and escalation processes is mandatory. Continuous engagement in coaching, training, and quality assurance activities supports professional development and upholding service standards. This position requires at least three years of experience in customer support or a related field, emphasizing proficiency in customer relationship management and multichannel communication platforms.

Responsibilities

• Set and update work status throughout shifts in company communication tools, ensuring transparency of availability.
• Respond to customer tickets promptly within the specified service level agreements, prioritizing early shift hours for ticket resolution.
• Apply proper labeling and tagging to customer tickets for accurate tracking and reporting according to the company's standard operating procedures.
• Assist customers with order inquiries, shipment tracking, subscription management including pausing, upgrading, downgrading, or cancelling subscriptions.
• Identify and escalate recurring or complex issues to Team Lead for resolution and process improvement.
• Coordinate with suppliers to resolve shipment tracking and post-sale concerns efficiently.
• Monitor and update relevant internal tracking documents and communication channels for after-sales issues.
• Record daily operational data such as refunds, cancelled orders, subscription changes, and communications accurately.
• Manage social media customer interactions upon integration into the support system, maintaining consistent brand communication.
• Adhere to established service level agreements and response time targets to ensure customer satisfaction.
• Use approved response templates and adhere to brand tone and communication guidelines in all customer interactions.
• Escalate unresolved or sensitive customer cases through designated channels following escalation protocols.
• Stay informed of product updates, company policies, and marketing promotions to provide accurate and timely customer information.
• Participate actively in quality assurance reviews, coaching sessions, team huddles, and training programs for continual improvement.
• Maintain strict confidentiality of customer and company data following company policies and legal requirements.
• Process customer returns, exchanges, and refunds accurately and in compliance with company policies.
• Report any system bugs, downtime, or recurring technical issues promptly to supervisory staff to minimize customer impact.
• Track and log work hours, shift start and end times, and breaks precisely in adherence to attendance policies.
• Be punctual and prepared at the start of each shift to contribute effectively to daily support operations.
• Communicate proactively with the Team Lead regarding emergencies or scheduling changes that affect shift coverage or manpower.
• Follow established procedures for requesting paid time off or leaves, ensuring proper notice and compliance with company guidelines.

Experience

3 Years

Apply By

Oct 21, 2026

Required Skills

• Multichannel Communication
• Problem Solving
• Communication Skills
• Product and Policy Knowledge
• Escalation procedures
• Order Management
• Subscription Management
• Customer Support Software
• Skio
• Gorgias
• Ticketing Systems
• Customer Relationship Management (CRM)

Nice to Have Skills

• Shipping and Logistics Coordination
• Data entry and documentation
• Social media customer interaction
• Quality Assurance and Compliance
• Time management