Customer Service Agent

• Handle customer service escalations that cannot be resolved by first-level support.
  
• Investigate complex customer issues and ensure timely resolution.
  
• Communicate directly with customers and provide clear updates throughout the resolution process.
  
• Work with carriers on claims related to lost or damaged parcels.
  
• File and follow up on investigations for missing or unsuccessful deliveries.
  
• Coordinate with warehouse and first-level support teams to resolve customer issues.
  
• Support administrative tasks for B2B clients, including scheduling carrier pickups and following up on unsuccessful pickups.
  
• Prepare and manage export and shipping documentation.
  
• Act as the interface between customers and internal teams or external service providers.
  
• Advocate for customer needs when processes and procedures are being reviewed or improved.
  
• Identify recurring issues and contribute to improving customer service processes.
  
• Assist the Managing Director with relevant administrative tasks.
  
• Maintain accurate records and ensure cases are properly documented.
  

Requirements

• Minimum 3 years of relevant experience in customer service, customer support, or another customer-facing role.
  
• Proven experience handling complex customer issues or escalations.
  
• Fluent English, both written and spoken.
  
• Excellent written and verbal communication skills.
  
• Strong organizational and time-management skills.
  
• Ability to work effectively in a fast-paced environment.
  
• Strong problem-solving and customer-focused mindset.
  
• Willingness to work evening hours, approximately 2:00 PM–10:30 PM German time.
  
• Willingness to work on Georgian public holidays.
  
• Experience with Zendesk or another CRM/customer service platform is a plus.
  
• Ability to collaborate effectively with customers, carriers, warehouse teams, and internal departments.
  

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