English-speaking Customer Support Representative

Description

About the Role

Helfy is looking for an English-speaking Customer Support Representative to join our growing team in Tbilisi. This role combines customer-facing support with back-office operational tasks to ensure a smooth and efficient customer experience. Location & Conditions Location: Pekini Street, Tbilisi, Georgia Work Mode: On-site only Working Hours: Monday-Friday: 18:00-03:00, 21:00-06:00, or 06:00-15:00 with a 1-hour break. Occasional weekend shifts may be required Salary: 2,200 GEL (net)

Responsibilities

Customer Communication & Support Communicate with customers via email, phone calls, WhatsApp, and live chat Provide clear, accurate, and timely responses to customer inquiries Assist customers with placing orders, refunds, exchanges, and general account-related questions Product & Platform Knowledge Develop a strong understanding of Helfy’s products and website functionalities Navigate the platform efficiently to quickly locate and provide relevant information Order & Request Management Process customer orders and requests via the administrative panel and email Handle re-shipments, refunds, and order corrections when needed Back Office & Operational Tasks Perform back-office tasks, including order verification, data validation, and internal follow-ups Update internal systems and tools to ensure accurate order and customer data Coordinate with internal teams to support operational workflows and case resolution Issue Resolution & Escalation Troubleshoot issues such as payment delays, delivery problems, or technical difficulties Handle customer complaints professionally by offering appropriate solutions and alternatives Escalate complex or sensitive cases to relevant departments (technical, product, operations, etc.) Internal Communication & Reporting Share insights and feedback on customer experience and support processes Collect and report data for technical and product teams Documentation & Process Improvement Upload relevant documentation to the website or internal tools for team use Collect customer feedback, respond to evaluations, and proactively engage with dissatisfied customers

Requirements

Fluent English (mandatory) Strong computer skills and ability to work with multiple tools and platforms Strong problem-solving skills with the ability to make quick, effective decisions Customer-oriented mindset with strong attention to detail