Customer Success Agent

The Customer Success Agent plays a vital role in delivering exceptional customer service across all Brands Mart USA touchpoints, including in-store, online, and third-party marketplaces. This role requires a proactive, energetic, and customer-focused individual who thrives in a fast-paced retail and e-commerce environment. The ideal candidate will handle customer inquiries, support order-related requests, manage returns, and respond to online reviews and social media interactions - ensuring every customer receives a positive and seamless experience.

• Provide outstanding customer support across multiple channels including phone, email, in-store escalations, website chat, and social media
• Manage and respond to customer inquiries related to e-commerce orders, shipping updates, returns, refunds, and service issues
• Handle marketplace customer service communications through platforms such as Amazon, eBay, and others
• Monitor and respond professionally to online reviews and customer feedback on platforms including Google, Yelp, social media, and other review sites
• Collaborate with internal teams including store operations, logistics, and sales to resolve customer issues promptly
• Maintain accurate customer records and follow up on open cases
• Deliver a customer-first experience by demonstrating empathy, patience, and urgency in solving customer challenges
• Support omnichannel service initiatives and help enhance the overall customer journey
• Uphold Brands Mart USA's standards of professionalism, courtesy, and efficiency in all interactions

• Minimum 2 years of customer service experience (retail, call center, e-commerce, or related field)
• Bilingual in English and Spanish strongly preferred
• Experience managing customer inquiries on e-commerce marketplaces such as Amazon and eBay
• Knowledge of e-commerce support functions including order management, shipping updates, returns, and refund processes
• Proven experience supporting customers across multiple channels (stores, website, marketplaces, social media)
• Strong verbal and written communication skills with an ability to remain professional, polite, and patient
• Proactive and results-driven professional with a positive, can-do attitude
• Ability to multitask and prioritize in a fast-paced environment
• Team player with a collaborative mindset and willingness to support others
• Tech-savvy and comfortable navigating customer service platforms, CRM tools, and marketplace dashboards