Customer Service Representative (E-commerce) - 29041643081

<p>We are seeking proactive and customer-centric&nbsp;<strong>e-commerce Customer Service Representatives (CSRs)</strong>&nbsp;to join our dedicated team. As an e-commerce CSR, you will be the frontline support for customers shopping online, handling inquiries, resolving issues, and ensuring a seamless experience across all customer touchpoints, including email, SMS, phone, chat, and online forms. Ideal candidates will have strong communication skills, an affinity for problem-solving, and a passion for providing exceptional service in an e-commerce environment.</p><p><strong>Key Responsibilities:</strong></p><ul> <li><strong>Customer Engagement:</strong></li> <ul> <li>Respond to customer inquiries related to online orders, products, shipping, and account management via email, SMS, phone, chat, and online forms in a timely and professional manner.</li> <li>Provide accurate information on product availability, specifications, and policies, ensuring the customer has a smooth and positive shopping experience.</li> <li>Address and resolve customer issues, such as order discrepancies, shipping problems, and return/exchange requests, with empathy and efficiency.</li> </ul> <li><strong>Issue Resolution:</strong></li> <ul> <li>Troubleshoot and resolve product-related issues by collaborating with fulfillment, shipping, and technical teams as needed.</li> <li>Escalate complex or unresolved issues to the appropriate departments for further resolution.</li> </ul> <li><strong>E-commerce Platform Support:</strong></li> <ul> <li>Assist customers with navigating the website, completing purchases, and resolving technical issues related to their online shopping experience.</li> <li>Work closely with logistics partners to provide timely updates on order statuses, including shipping and delivery times.</li> </ul> <li><strong>Feedback and Improvement:</strong></li> <ul> <li>Collect and document customer feedback, suggestions, and emerging trends to help inform business decisions and improve the overall customer experience.</li> <li>Participate in continuous improvement initiatives by offering insights based on direct customer interactions.</li> </ul> <li><strong>Brand Advocacy:</strong></li> <ul> <li>Uphold a consistent and positive brand voice across all customer interactions.</li> <li>Engage customers to foster brand loyalty, turning a positive experience into repeat business.</li> </ul> </ul><p></p><p><strong>Requirements</strong></p><p><strong>Qualifications:</strong></p><ul> <li>Proven experience in customer service within an e-commerce environment or online retail.</li> <li>Strong written and verbal communication skills, with the ability to address customer inquiries across multiple channels.</li> <li>Problem-solving abilities and keen attention to detail, especially when resolving order and product issues.</li> <li>Ability to handle high-pressure situations and manage multiple customer interactions simultaneously.</li> <li>Proficiency with e-commerce platforms such as Shopify, customer service software like Kustomer, Aircall, Fulfill, UPS, and Slack.</li> <li>Familiarity with returns management systems and handling social media inquiries (Instagram, Facebook, Twitter) is a plus.</li> </ul>