Customer Support Agent

Role overview

HelloClixo is looking for a Customer Support Agent to support client operations remotely. You will communicate with customers, resolve routine requests, investigate issues, follow client procedures, document interactions accurately and escalate situations when required. The role is suited to someone who communicates clearly, stays organised when handling several conversations and understands the importance of representing each client's brand professionally. Depending on the client assignment, support may include email, chat, order enquiries, delivery issues, returns, product questions and general customer-service requests.

Responsibilities

• Respond to customer enquiries professionally through the support channels assigned to you.
• Investigate order, delivery, return, product and general customer-service requests.
• Follow client-specific procedures and escalation rules.
• Maintain clear and accurate notes about customer interactions.
• Escalate complex, sensitive or unresolved situations to the appropriate person.
• Maintain a consistent professional tone while representing different client brands.
• Organise and prioritise incoming requests according to urgency and operational procedures.

Requirements

• Clear written and spoken communication.
• Ability to remain professional when handling frustrated customers.
• Good organisation and attention to detail.
• Ability to follow written procedures and client instructions.
• Reliable internet access and a suitable environment for remote work.
• Comfort using web-based tools and learning new support platforms.

Preferred qualifications

• Experience with customer-support, helpdesk or e-commerce tools.
• Experience supporting online retail customers.
• Additional languages relevant to international customer support.

Experience

Previous customer-service or e-commerce support experience is useful, but practical communication, organisation and problem-solving ability are equally important.