Job Summary

Houston Skilled Consultancy is seeking a proactive and customer-focused Online Support Associate to join our team servicing clients in the Retail and E-commerce sector. The ideal candidate will provide exceptional online customer support, ensuring smooth communication and resolution of customer inquiries across multiple digital platforms. This role requires strong problem-solving skills, excellent communication abilities, and a passion for delivering outstanding customer experiences in a fast-paced, dynamic retail environment.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via chat, email, and social media channels.

• Assist customers with product information, order placement, tracking, returns, and refunds.

• Troubleshoot and resolve order-related issues efficiently to maintain high customer satisfaction.

• Escalate complex queries to relevant departments while ensuring follow-up and resolution.

• Maintain detailed and accurate records of customer interactions in CRM systems.

• Collaborate with logistics, sales, and technical teams to streamline support processes.

• Monitor customer feedback and provide insights to improve service quality.

• Adhere to company policies and maintain confidentiality of customer data.

• Stay updated on product knowledge, promotions, and industry trends to provide informed support.

Required Skills and Qualifications

• High school diploma or equivalent; Bachelors degree preferred.

• Proven experience in online customer support, preferably in retail or e-commerce.

• Excellent written and verbal communication skills in English.

• Strong problem-solving abilities with attention to detail.

• Familiarity with CRM software and digital communication tools.

• Ability to manage multiple tasks and prioritize effectively in a remote environment.

• Customer-centric attitude with patience and empathy.

• Basic understanding of e-commerce platforms and order management systems is a plus.

Experience

• Minimum 1-2 years of experience in online customer support or a related role within retail or e-commerce sectors.

• Experience working remotely and using digital collaboration tools is advantageous.

Working Hours

• Full-time position with flexible working hours to accommodate different time zones.

• Availability to work shifts including weekends and holidays may be required based on business needs.

Knowledge, Skills, and Abilities

• Strong interpersonal skills and ability to build rapport with customers virtually.

• Proficiency in typing with good accuracy and speed.

• Adaptability to evolving technologies and customer service practices.

• Ability to analyze customer concerns and offer appropriate solutions quickly.

• Self-motivated and disciplined to work independently in a remote setup.

Benefits

• Competitive salary with performance-based incentives.

• Work-from-home flexibility with minimal supervision.

• Comprehensive training and continuous professional development opportunities.

• Supportive and collaborative team environment.

• Opportunities for career growth within Houston Skilled Consultancy and client organizations.

Why Join Houston Skilled Consultancy?

At Houston Skilled Consultancy, we are committed to fostering a culture of excellence and innovation. By joining our team, you will have the opportunity to work with leading retail and e-commerce clients, enhance your customer service skills, and be part of a forward-thinking company that values employee growth and work-life balance. We empower our associates with the tools and support needed to excel in a remote work environment while making a meaningful impact on customer satisfaction.

How to Apply

Interested candidates are invited to submit their updated resume along with a cover letter outlining their relevant experience and motivation for applying to us with the subject line Application for Online Support Associate – Retail/E-commerce. Shortlisted candidates will be contacted for further assessment and interview.