Overview
The Customer Support Specialist will manage customer communication across DMs, comments, WhatsApp, and email. The role focuses on resolving queries, teaching correct product usage, collecting structured reviews, identifying upsell opportunities, and mapping insights for product and content teams. This person will ensure a consistent brand experience aligned with Antinorm.
Key Responsibilities
Customer Support and Communication
- Respond promptly across Instagram, WhatsApp, and email while solving all escalations
- Guide customers on how to use products
- Raise high priority escalations to team
Review Collection and Feedback
- Conduct customer calls per day to gather detailed information from customers
- Maintain an organised Excel sheet with data
- Flag common issues and improvement actionables
Upselling and Product Education
- Identify customer needs and recommend suitable products.
- Explain benefits, multifunctionality, and expected results.
- Guide high intent customers through checkout.
Community Insight Mapping
- Track recurring themes across comments, DMs, WhatsApp, and calls.
- Tag insights into structured categories for product, content, inventory teams.
- Share weekly insight summaries.
Skills Required
- Strong written and verbal communication.
- Ability to handle high volume chats with clarity and patience.
- Understanding of beauty and personal care products.
- Ability to educate customers and simplify usage instructions.
- Strong organisation & documentation skill
- Proficiency with Excel or Google Sheets.
Skills: customer support,problem solving,excel,communication
