Customer Success Agent
About The Position
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.
Requirements
- Minimum 2 years of customer service experience (retail, call center, e-commerce, or related field)
- 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
Nice To Haves
- 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)
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
Benefits
- Employee assistance program
- Employee purchase program with exclusive discounts
- Physical and financial well-being programs
- 401(k) plan with contribution matching
- Paid time off, including vacation days, sick days, and holidays
- Life and disability insurance
- Medical, dental and vision insurance
- Pay on Demand
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
