Customer Service Agent
RemoteUnited States
Job Summary
Handle customer service escalations that cannot be resolved by first-level support, investigating complex issues and ensuring timely resolution. Communicate directly with customers to provide clear updates while coordinating with carriers on claims for lost or damaged parcels. File investigations for missing deliveries, support administrative tasks for B2B clients including scheduling pickups, and prepare export and shipping documentation. Act as the interface between customers, internal teams, and external service providers to advocate for customer needs during process improvements. Maintain accurate records and assist the Managing Director with relevant administrative tasks. Work evening hours from 2:00 PM to 10:30 PM German time and be available on Georgian public holidays.
Required Qualifications
- Minimum 3 years of relevant experience in customer service, customer support, or another customer-facing role
- Proven experience handling complex customer issues or escalations
- Fluent English, both written and spoken
- Excellent written and verbal communication skills
- Strong organizational and time-management skills
- Ability to work effectively in a fast-paced environment
- Strong problem-solving and customer-focused mindset
- Willingness to work evening hours, approximately 2:00 PM–10:30 PM German time
- Willingness to work on Georgian public holidays
Desired Qualifications
- Experience with Zendesk or another CRM/customer service platform
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