Remote Email Support Specialist

Role Overview

This part-time position offers a hybrid remote working arrangement based in Singapore, allowing some flexibility for working from home. The primary responsibility is to manage customer support via email, delivering clear, accurate, and timely responses concerning &Done's products, orders, and policies.

Key Duties

• Respond to customer inquiries and resolve common technical or account-related issues through email communication.
• Escalate complex cases appropriately when necessary.
• Keep detailed and accurate records of all customer interactions within the support system.
• Analyze frequent email inquiries to detect trends and identify gaps in processes or knowledge.
• Collaborate with internal teams to enhance FAQs and support documentation for improved customer assistance.
• Ensure all customer communications are empathetic, consistent, and align with the brand's tone and values.

Required Qualifications and Skills

• Strong customer support abilities demonstrating empathy, patience, and a dedication to service.
• Excellent written English communication skills to convey information clearly and professionally.
• Technical aptitude for troubleshooting product, order, and account issues via email.
• Analytical skills to interpret support data and recommend enhancements for procedures and content.
• Experience in email-based customer service or helpdesk roles is advantageous.
• Familiarity with CRM or ticketing platforms and basic office productivity software such as spreadsheets and shared documents.
• Self-motivation and capability to work independently in a hybrid setup while managing multiple email conversations and meeting response deadlines.
• Interest or background in beauty, personal care, or biotech-focused consumer products is an added benefit.