Customer Success AgentBrandsMart USA

The Customer Success Agent plays a vital role in delivering exceptional customer service across all BrandsMart USA touchpoints including in-store online and third-party marketplaces. This role requires a proactive energetic and customer-focused individual who thrives in a fast-paced retail and e-commerce environment. The ideal candidate will handle customer inquiries support order-related requests manage returns and respond to online reviews and social media interactions - ensuring every customer receives a positive and seamless experience.

Key Responsibilities
· Provide outstanding customer support across multiple channels including phone email in-store escalations website chat and social media
· Manage and respond to customer inquiries related to e-commerce orders shipping updates returns refunds and service issues
· Handle marketplace customer service communications through platforms such as Amazon eBay and others
· Monitor and respond professionally to online reviews and customer feedback on platforms including Google Yelp social media and other review sites
· Collaborate with internal teams including store operations logistics and sales to resolve customer issues promptly
· Maintain accurate customer records and follow up on open cases
· Deliver a customer-first experience by demonstrating empathy patience and urgency in solving customer challenges
· Support omnichannel service initiatives and help enhance the overall customer journey
· Uphold BrandsMart USA’s standards of professionalism courtesy and efficiency in all interactions

Qualifications
· Minimum 2 years of customer service experience (retail call center e-commerce or related field)
· Bilingual in English and Spanish strongly preferred
· Experience managing customer inquiries on e-commerce marketplaces such as Amazon and eBay
· Knowledge of e-commerce support functions including order management shipping updates returns and refund processes
· Proven experience supporting customers across multiple channels (stores website marketplaces social media)
· Strong verbal and written communication skills with an ability to remain professional polite and patient
· Proactive and results-driven professional with a positive can-do attitude
· Ability to multitask and prioritize in a fast-paced environment
· Team player with a collaborative mindset and willingness to support others
· Tech-savvy and comfortable navigating customer service platforms CRM tools and marketplace dashboards