Customer Support Agent

Customer Support Agent 📍 Tbilisi (On-site) | Full-time Fitnet is growing its customer support team to deliver fast, high-quality, customer-first service across several of our e-commerce brands. As a Customer Support Specialist, you'll be the voice and face of our brand — the main point of contact for our customers. You'll work across calls, email, live chat, and social media, as part of a multi-tier support structure. What you'll do Customer Communication Answer inbound calls promptly and professionally Make outbound calls (satisfaction surveys, order verification, etc.) Respond to emails within SLA Manage live chat and handle multiple customers simultaneously Respond to messages across social channels (Facebook, Instagram, etc.) Problem Solving Resolve Tier 1 issues (order status, delivery, returns, refunds, etc.) Escalate complex cases to the Tier 2 team Log all communications in the system Follow brand guidelines and scripts Team & Quality Continuously update your knowledge of products and policies Participate in team meetings and trainings Actively contribute to process improvement Schedule Operating hours: 09:00–21:00 Shift A: 09:00–18:00 (break 13:00–14:00) Shift B: 12:00–21:00 (break 16:00–17:00) 2 days off per week What we're looking for Requirements: Minimum 1 year of experience in a customer support team Fluent in Georgian and English Experience working across multiple support channels Strong written and verbal communication skills Willingness to work shifts, including weekends Personal qualities: Team player with strong communication skills Quick and effective problem solver Able to multitask across different responsibilities What we offer Career growth opportunities Training and development A friendly work environment Ready for a new challenge? Join our team! 📩 Send your CV and a short cover note to [email protected]