Customer Support - Seller Support / Customer Support

Description

Job Summary: We are seeking a professional to provide empathetic and effective support to sellers, resolving their requests and operational incidents to ensure a positive experience. Key Highlights: 1. Empathetic and clear communication with sellers 2. Operational incident management and follow-up 3. Operational monitoring and SLA compliance *We have two openings: one for Toreo and another for Tultitlan* Role Mission Provide timely, empathetic, and effective support to Melonn sellers by resolving their requests and operational incidents as quickly as possible, ensuring a positive and consistent experience in every interaction. Key Responsibilities 1. Seller Support: Handle seller chats, emails, and calls, understanding the context and urgency of each request to deliver an effective, timely, and first-contact resolution.  Always communicate with a service-oriented attitude, empathy, and clarity. 2. Incident Management: Log, manage, and track operational incidents related to orders, inventory, and logistics.  Provide visibility and escalate cases when necessary, ensuring follow-up until resolution. 3. Operational Monitoring: Verify orders with expired dispatch promises.  Follow up on logistics incidents and manage reshipments due to address errors. 4. SLA Compliance: Meet defined response times and support volume targets per channel.  Actively contribute to achieving team KPIs. 5. Continuous Improvement: Identify recurring incident patterns and report them to the coordinator to prevent future occurrences.  Propose improvements to processes, responses, and support workflows. Required Skills Academic Background  Completed or incomplete high school diploma. Technical Knowledge  Basic Excel proficiency.  Proficiency with digital tools (chat platforms, WhatsApp, email).  Reading comprehension.  Excellent spelling and writing skills.  Verbal and written communication skills.  Ability to handle objections, pressure, and frustration.  Results-oriented mindset and SLA compliance focus. Work Experience  Minimum 1 year in call centers, customer service, or operational support. -Requirements- Minimum Education: Upper secondary education – General High School Diploma 1 year of experience Knowledge: Empathy, Organization, Customer Service, Problem Solving, Customer Support Keywords: care, salesman, saleswoman, seller, vendedor, comercial, salesperson, apoyo, support, soporte