Company Description
Founded in 2009, STRATA® is a US-based brand with roots in Peruvian textile traditions. Known for its commitment to quality and craftsmanship, STRATA® serves both luxury and niche markets through its Mainline and Black Label divisions. Mainline offers high-end products with a raw edge, while Black Label caters to premium apparel needs, including the music industry. STRATA® continues to grow while honoring its cultural heritage and maintains an active online presence across platforms. Learn more at strata.us or on social media: Facebook, Instagram, TikTok, and YouTube.
Role Description
This is a part-time, remote role for a Customer Support Specialist. The role involves managing customer inquiries, ensuring satisfaction, and addressing issues through channels such as email or phone. Key tasks include troubleshooting technical problems, analyzing customer needs, and providing tailored solutions. The position also requires clear communication with internal teams to enhance the customer experience.
Customer Support Responsibilities
- Answer calls/emails/Shopify Inbox for all fulfillment clients on a daily basis
- Provide customers with general service information along with any information they may be inquiring about for their order
- Research required information for the customers using the available sources provided to them
- Reaching out to customers for return to senders
- Handle issues and complaints and provide solutions to the customers
- Work on any holds that may be holding orders back from being shipped out
- Follow up with customers when necessary
- Handle chargebacks on Shopify
Qualifications
- Candidate should possess excellent customer support, customer satisfaction, and communication skills
- Strong customer service skills with the ability to handle customer inquiries and complaints
- English writing skills: grammar, spelling, etc.
- Adept at troubleshooting and providing timely solutions to customer issues
- Experience with CRM systems and customer support software
- Ability to work in a fast-paced environment and multitask effectively
- Experience in sales or marketing is a plus
- Show initiative and skill when handing customer questions and concerns
