Part-Time Customer Support Agent

Job Description:

• Handle customer inquiries via email and live chat in a timely and professional manner.
• Respond to inquiries, requests, and concerns with clarity and empathy.
• Troubleshoot and resolve basic issues, escalating complex cases when necessary.
• Maintain accurate documentation of interactions in CRM or ticketing systems.
• Manage multiple conversations while maintaining quality and response standards.
• Follow client-specific SOPs, workflows, and communication guidelines.
• Collaborate with internal teams to ensure timely resolution of customer concerns.
• Uphold service quality, response time, and customer satisfaction expectations.

Requirements:

• Excellent written English skills, including grammar, clarity, and professional tone.
• Strong typing speed and ability to multitask across multiple email and chat conversations.
• Proven experience in customer support, preferably in e-commerce or non-voice role.
• Familiarity with e-commerce platforms such as Shopify is preferred but not required.
• Experience using helpdesk tools (e.g., Gorgias, Zendesk, Freshdesk) is an advantage.
• Customer-first mindset with strong empathy and problem ownership.
• Ability to follow policies and SOPs while maintaining a positive customer experience.
• Strong attention to detail and accurate documentation skills.
• Reliable attendance and commitment to a part-time schedule.
• Previous BPO or Virtual Assistance experience is a plus, but not mandatory.
• A bachelor's degree in Business Administration, Business Management, or a related field is not required, but preferred.
• Equivalent experience will also be considered.
• Adaptability to work within Eastern Standard Time (EST) for efficient collaboration, if you were to support Sozoroad directly.
• Willingness to work flexible hours and adapt to team needs, if you were to be deployed elsewhere.

Benefits:

• Competitive Compensation: Your contribution will be recognized and compensated appropriately.
• Opportunities for Growth: Your professional journey will find numerous avenues for growth within our structure.
• Structured Part-Time Role: Benefit from a part-time role tailored to respect your other commitments.
• Remote Work Benefits: Work from a comfortable location, free from the constraints of a daily commute.
• Continuous Learning: Engage in diverse learning opportunities to enhance and expand your skill set.
• Performance Recognition: Achievements, both big and small, are recognized and celebrated.