English-speaking Customer Support Representative

Description

About the Role

Helfy is looking for an English-speaking Customer Support Representative to join our growing team in Tbilisi.

This role combines customer-facing support with back-office operational tasks to ensure a smooth and efficient customer experience.

Location & Conditions

Location: Pekini Street, Tbilisi, Georgia

Work Mode: On-site only

Working Hours:

• Monday-Friday: 18:00-03:00, 21:00-06:00, or 06:00-15:00 with a 1-hour break. 
• Occasional weekend shifts may be required

Salary: 2,200 GEL (net)

Responsibilities

Customer Communication & Support

• Communicate with customers via email, phone calls, WhatsApp, and live chat
• Provide clear, accurate, and timely responses to customer inquiries
• Assist customers with placing orders, refunds, exchanges, and general account-related questions

Product & Platform Knowledge

• Develop a strong understanding of Helfy’s products and website functionalities
• Navigate the platform efficiently to quickly locate and provide relevant information

Order & Request Management

• Process customer orders and requests via the administrative panel and email
• Handle re-shipments, refunds, and order corrections when needed

Back Office & Operational Tasks

• Perform back-office tasks, including order verification, data validation, and internal follow-ups
• Update internal systems and tools to ensure accurate order and customer data
• Coordinate with internal teams to support operational workflows and case resolution

Issue Resolution & Escalation

• Troubleshoot issues such as payment delays, delivery problems, or technical difficulties
• Handle customer complaints professionally by offering appropriate solutions and alternatives
• Escalate complex or sensitive cases to relevant departments (technical, product, operations, etc.)

Internal Communication & Reporting

• Share insights and feedback on customer experience and support processes
• Collect and report data for technical and product teams

Documentation & Process Improvement

• Upload relevant documentation to the website or internal tools for team use
• Collect customer feedback, respond to evaluations, and proactively engage with dissatisfied customers

Requirements

• Fluent English (mandatory)
• Strong computer skills and ability to work with multiple tools and platforms
• Strong problem-solving skills with the ability to make quick, effective decisions
• Customer-oriented mindset with strong attention to detail