Customer Service Analyst

This role primarily provides support for off-phone cases. The Back Office Agent handles order processing received via email or the case management tool from customers interested in purchasing the client’s products. They communicate with customers via email or phone following established policies, conduct research to resolve inquiries, and document outcomes with a courteous and empathetic demeanor.

• Have strong knowledge of the client’s products, programs, special offers, payment processes, and warranties.

• Manage inbound emails and case requests, including questions about orders, delivery times, returns, replacements, and billing.

• Provide detailed product information, answering questions about sizes, styles, pricing, availability, and payment methods.

• Handle cases and tasks in the ticketing system (Salesforce or other platforms) in real time as assigned.

• Process customer orders using client systems following established policies and procedures.

• Set up new customer accounts, including contact, shipping, and payment information, according to client policies.

• Keep customer records updated as needed.

• Follow client rules for Quality Assurance, including call and case monitoring, calibrations, and team meetings.

• Comply with all client policies, including PCI compliance and data protection.

• Escalate unresolved issues to the appropriate parties as required.

• If needed, contact customers by phone (inbound or outbound) to provide information, take or update orders, or get details about complaints.

• Previous experience in customer service.

• Proficiency in Microsoft Tools & Applications.

• At least one year of experience in the client’s Tier 1 position.

• High School diploma or GED equivalent.

• English level: C1.

• Ability to work independently in a fast-paced environment with multiple priorities.

• Strong analytical thinking and a practical approach to requests.

• Ability to manage confidential information with discretion.

• Work well under pressure.

• Willingness to learn and apply new information to problem-solving and decision-making.

• Excellent written communication skills for professional email correspondence.

• Strong problem-solving skills to research and resolve customer issues quickly.

• Accuracy in order processing, customer records, and documentation of interactions and resolutions.

• Follow client policies on Quality Assurance, PCI compliance, and escalation procedures.

• Teamwork skills to collaborate with other departments on escalated cases.

• Ability to manage multiple tasks within the required response and resolution times.

• Adaptability to changing priorities and situations.