Dispute Management, Customer Support Agent – Part Time
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Job Description
Customer support and dispute management agent at a leading online sneaker marketplace. Delivering exceptional service and handling customer inquiries through multiple communication channels.
Responsibilities:
- Deliver excellent customer service and act as an ambassador by ensuring a supportive, professional, and brand-aligned customer experience.
- Respond to buyer and seller enquiries promptly and effectively to enhance overall satisfaction.
- Communicate via multiple channels, including email and social media, with the potential to support phone and live chat in the future.
- Support buyers and sellers throughout the ordering and delivery process, providing clear guidance and timely updates.
- Maintain a positive, empathetic, and professional attitude in all interactions.
- Resolve product or service issues by clarifying customer queries, identifying the root cause of issues, and selecting and implementing the most appropriate resolution in line with established processes.
- Confidently review disputes and claims, making fair and balanced decisions based on available evidence, policies, and procedures.
- Clearly explain decision-making outcomes to customers, particularly where resolutions are not straightforward.
- Work confidently across multiple systems and applications, quickly assimilating data and navigating different platforms.
- Identify opportunities to suggest improvements or amendments to SOPs and processes where gaps or ambiguities are identified.
- Build sustainable relationships and trust with buyers and sellers through open, transparent, and engaging communication.
- Accurately document customer interactions, feedback, and insights to support continuous improvement of customer service and the marketplace offering.
- Demonstrate strong critical thinking skills and adapt communications based on timelines, priorities, and case complexity.
- Communicate effectively and professionally with both the client and Newstel management.
- Follow all communication procedures, guidelines, and policies at all times.
Requirements:
- Strong customer service and dispute resolution experience, ideally within an online marketplace environment.
- Confident decision-maker with sound judgement, attention to detail, and the ability to justify outcomes clearly.
- Excellent written communication skills with the ability to adapt tone and messaging to different situations and timelines.
- Ability to take on board constructive feedback directly from the client and apply it effectively to improve performance and processes.
- Proven ability to work under pressure while maintaining accuracy, professionalism, and a customer-focused approach.
- Strong multitasking capabilities with the ability to prioritise workload and manage time effectively in a fast-paced environment.
- Good working knowledge of Google Workspace, with a specific focus on Google Sheets for data tracking, reporting, and case management.
- Experience working with Freshdesk or a similar CRM/ticketing system.
- Highly organised, adaptable, and comfortable working across multiple systems and applications.
- Professional, empathetic, and resilient when handling complex, sensitive, or ambiguous customer cases.
Benefits:
- Use Your Own Device
- Opportunities vary depending on client needs
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