Newstel Worldwide ยท 1 month ago
Dispute Management and Customer Support Agent | Non-Voice (Part Time - Permanent)
United States
Full-time, Part-time
Remote
New Grad, Entry LevelNewstel Worldwide is a fast-growing marketplace specializing in the online sneaker market, connecting buyers and sellers internationally. The Customer Service & Dispute Management Agent will provide high-quality support throughout the customer journey, including order queries and dispute resolution, while embodying the client's brand values.
Customer ServiceFacilities Support ServicesOutsourcing
Responsibilities
Deliver excellent customer service and act as an ambassador by ensuring a supportive, professional, and brand-aligned customer experience
Respond to buyer and seller enquiries promptly and effectively to enhance overall satisfaction
Communicate via multiple channels, including email and social media, with the potential to support phone and live chat in the future
Support buyers and sellers throughout the ordering and delivery process, providing clear guidance and timely updates
Maintain a positive, empathetic, and professional attitude in all interactions
Resolve product or service issues by:
Clarifying customer queries
Identifying the root cause of issues
Selecting and implementing the most appropriate resolution in line with established processes
Confidently review disputes and claims, making fair and balanced decisions based on available evidence, policies, and procedures
Clearly explain decision-making outcomes to customers, particularly where resolutions are not straightforward
Work confidently across multiple systems and applications, quickly assimilating data and navigating different platforms
Identify opportunities to suggest improvements or amendments to SOPs and processes where gaps or ambiguities are identified
Build sustainable relationships and trust with buyers and sellers through open, transparent, and engaging communication
Accurately document customer interactions, feedback, and insights to support continuous improvement of customer service and the marketplace offering
Demonstrate strong critical thinking skills and adapt communications based on timelines, priorities, and case complexity
Communicate effectively and professionally with both the client and Newstel management
Follow all communication procedures, guidelines, and policies at all times
Qualification
Required
Entry-level experience
Strong customer service and dispute resolution experience, ideally within an online marketplace environment
Confident decision-maker with sound judgement, attention to detail, and the ability to justify outcomes clearly
Excellent written communication skills with the ability to adapt tone and messaging to different situations and timelines
Ability to take on board constructive feedback directly from the client and apply it effectively to improve performance and processes
Proven ability to work under pressure while maintaining accuracy, professionalism, and a customer-focused approach
Strong multitasking capabilities with the ability to prioritise workload and manage time effectively in a fast-paced environment
Good working knowledge of Google Workspace, with a specific focus on Google Sheets for data tracking, reporting, and case management
Experience working with Freshdesk or a similar CRM/ticketing system
Highly organised, adaptable, and comfortable working across multiple systems and applications
Professional, empathetic, and resilient when handling complex, sensitive, or ambiguous customer cases
Company
Newstel Worldwide
Newstel Worldwide is a trusted partner to clients across various industries, helping them achieve customer success and grow their businesses through digitally-led customer service solutions.
Founded in 2015
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase