Email Support Representative Jobs

Email Support Representative

Helpware

Location:
Uganda, Kampala

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Email Support Representative will serve as the first point of contact to customers and must be focused on providing an excellent customer experience at all times. In addition, this person must have the confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, foster great customer relationships and have the ability to determine when inquiries should be escalated.

Job Responsibility:

Communicate and resolve inquiries with customers via email
First touch only
Assist in checking the customer's order status/no refunds/exchanges
Update customer information
Other administrative responsibilities are required
Keep customer records up to date
Report recurring issues, trends
Prepare and ship customer care packages, gift cards, and other correspondence as needed
Responds to customers in a timely and completely respectful manner
Treat customers the way they would like to be treated, and strive to always make a positive difference in the customers' lives
Uphold the policies of the E-Commerce/Merchandising department as stated in the Customer Care Help Center

Requirements:

Any Bachelor’s Degree
Strong written communication skills
Ability to be patient, express empathy, and concern
Independent thinker
able to make meaningful decisions based on each situation
Excellent follow-up skills and 100% follow-through on commitments
Result and action-oriented, resourceful
Strong work ethic, highly motivated, upbeat personality, team player
Ability to analyze and report on trends and issues
Reliable attendance history
Availability to work a flexible schedule, which includes evenings and weekends
Strong computer skills
Microsoft Office, Internet search skills
Must be able to work a flexible schedule in different time zones between 30 to 40 hours a week

Additional Information:

Job Posted:
December 09, 2025

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