Customer Success Agent

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