Faith Kenudi Ossai

Customers don't remember how fast you answer. They remember how you made them feel when something went wrong. Customer Support is about taking ownership of customer issues until they are resolved, protects your brand reputation, and creating a positive customer experience at every touchpoint, it's not about who simply replies emails and chats. As a Customer Support Specialist, I help Shopify and SaaS e-commerce brands deliver professional, empathetic, and efficient customer support that reduces complaints, builds trust, and turns frustrated customers into loyal customers. My Core Services as a Customer Support Specialist: 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝗺𝗮𝗶𝗹 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 Providing prompt, professional, and accurate responses that keep customers informed and reassured. ► Order tracking and shipping updates ► Returns, exchanges, and refunds ► Address changes and order modifications ► Product inquiries and recommendations ► Delivery issue resolution ► Complaint handling and de-escalation 𝗟𝗶𝘃𝗲 𝗖𝗵𝗮𝘁 & 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 Creating customer interactions that build loyalty and increase retention. ► Customer inquiries via email, chat, and phone ► Brand voice consistency ► VIP customer support ► Post-purchase experience management ► Customer satisfaction and retention support ► Escalation management 𝗛𝗲𝗹𝗽𝗱𝗲𝘀𝗸 & 𝗧𝗶𝗰𝗸𝗲𝘁 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 Keeping support operations organized, documented, and scalable. ► Ticket management ► SLA and response-time adherence ► FAQ creation and maintenance ► SOP documentation ► Customer interaction records ► Weekly reporting and support insights 𝗧𝗼𝗼𝗹𝘀 & 𝗣𝗹𝗮𝘁𝗳𝗼𝗿𝗺𝘀 ► Shopify ► Zendesk ► Gorgias ► Freshdesk ► HubSpot ► Zoho Mail ► Gmail ► Google Workspace ► Google Sheets ► Zoom ► Google Meet Why Work With Me: ► Excellent written English communication ► Calm, professional, and solutions-focused ► High attention to detail ► Strong problem-solving skills ► Comfortable handling high-volume customer inquiries ► Experienced supporting international customers ► Able to work independently or as part of a growing team Every customer interaction is a brand moment. My goal is simple: resolve issues efficiently, make customers feel heard, and help your business retain more customers. Need a reliable customer support for your Shopify or e-commerce brand? Send a message or invite me to your job. I'd be happy to discuss how I can support your customers and your growth.

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