Customer Support Representative

About 1840 & Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.
Our mission is to empower growth for forward-thinking businesses, seamlessly bridging any skill or resource gaps with our expertly vetted talent pool. We firmly believe in fostering an environment where exceptional individuals can achieve an optimal work-life balance, working remotely from any location, while maximizing their professional growth and earning potential.
We are headquartered in Overland Park, KS, USA with service delivery facilities in the Philippines, India, Ukraine, South Africa and Argentina. We invite you to explore the opportunities we offer and consider joining our exclusive network of global freelance talent. Visit www.1840andco.com to learn more about us. To explore a wealth of career opportunities and find a role that suits your unique skills and aspirations, please visit our dedicated jobs portal at jobs.1840andco.com.

Key Responsibilities:

• Respond promptly to customer inquiries via email, messaging platforms, website chat, and social media messages.
• Manage and resolve customer issues through our ticketing system, Zendesk, ensuring all communications are logged accurately.
• Provide professional and empathetic support to customers, addressing product inquiries, order updates, troubleshooting, and general questions.
• Collaborate with other departments to resolve complex issues and escalate cases when necessary.
• Monitor and manage social media messages and comments, providing timely responses that align with the company’s tone and values.
• Assist with processing returns, exchanges, and refunds, adhering to company policies.
• Identify recurring issues and suggest process improvements to enhance the customer experience.
• Maintain up-to-date knowledge of the products and services to provide accurate information to customers.

Requirements:

• 2-3 years of proven experience in customer support, using Zendesk as a ticketing system.
• Excellent written communication skills with a professional and empathetic tone.
• Ability to multitask and manage multiple communication channels simultaneously.
• Strong problem-solving skills and attention to detail.
• Familiarity with social media platforms and online chat systems.
• Self-motivated and able to work independently in a remote environment.
• Availability to work full-time, including occasional weekends or holidays if required.

Preferred Qualifications:

• Experience in e-commerce or retail customer support.
• Knowledge of timepieces or a passion for creative and artistic products.
• Familiarity with social media management tools.

What We Offer:

• Flexible remote work environment.
• Opportunities for professional growth and development.
• A supportive and collaborative team culture