The Senor Tequila is seeking a proactive and detail-oriented Customer Support representative specializing in email and chat communication. In this role, you will be responsible for addressing customer inquiries, resolving issues, and providing support through written channels. Your ability to communicate clearly and effectively in writing will help enhance our customers' experience and satisfaction. You will manage multiple conversations concurrently and ensure timely and accurate responses, maintaining the professionalism and friendly tone that represents The Senor Tequila brand. Collaborating with other departments as necessary, you will help to resolve customer concerns and contribute to continuous improvement in our service delivery.

Responsibilities

• Respond promptly and professionally to customer inquiries received via email and chat platforms.
• Provide accurate information about products, services, policies, and promotions.
• Troubleshoot and resolve customer issues or escalate them to the appropriate team when required.
• Maintain detailed and organized records of customer interactions and transactions.
• Collaborate with team members and other departments to ensure quality service and issue resolution.
• Monitor chat queues and email inbox to maintain timely responses and minimize wait times.
• Contribute to the development of FAQs and support content to improve customer self-service.

Requirements

• Experience in customer support, preferably through email and chat channels.
• Excellent written communication skills with strong attention to grammar and clarity.
• Ability to handle multiple conversations simultaneously while maintaining professionalism.
• Good problem-solving skills and the ability to remain calm and patient under pressure.
• Familiarity with customer support software and CRM systems is a plus.
• Strong organizational skills and the ability to manage time effectively.
• Commitment to delivering excellent customer service and upholding company values.
• Availability to work flexible hours as needed to support customer needs.