The Customer Success Agent plays a vital role in delivering exceptional customer service across all BrandsMart 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. Key Responsibilities · 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 BrandsMart USA’s standards of professionalism courtesy and efficiency in all interactions Qualifications · 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