Customer Support Assistant

About the Role

The Customer Support Assistant is a full-time remote role responsible for delivering prompt, accurate, and professional support to clients and their customers.

Key Responsibilities

• Respond to inquiries via email, chat, and phone.
• Resolve customer issues.
• Provide clear information about products, services, and procedures.
• Manage customer requests in ticketing or CRM systems.
• Follow up on open cases.
• Escalate complex issues when necessary.
• Collaborate with internal teams.
• Assist with basic stock or order status checks as required.
• Support sales or account management activities by capturing customer feedback and identifying service improvement opportunities.
• Consistently adhere to service standards.
• Maintain detailed documentation of interactions.
• Deliver a positive customer experience.

Requirements & Tech Stack

• Proficiency with common office and communication tools (e.g., email platforms, chat applications, CRM or ticketing systems).

Qualifications

• Strong Customer Service skills, with experience handling inquiries, complaints, and issue resolution.
• Effective Communication skills, including clear written and verbal communication and active listening.
• Basic understanding of Stock Control or order tracking.
• Familiarity with Sales support, such as assisting with customer orders, upselling where appropriate, and supporting account management.
• Training and coaching capabilities, including the ability to learn new processes quickly and help others understand procedures or tools.
• Comfort working remotely, with strong time management, organization, and attention to detail.
• Prior experience in customer support, call center, or administrative support roles is preferred.
• Ability to work collaboratively across cultures and time zones, maintaining a professional and inclusive approach.
• High school diploma or equivalent required.
• Further education in business, communications, or related fields is an advantage.