Our client is a thriving e-commerce brand focused on delivering exceptional products and customer experiences in the online retail space. With a commitment to quality and innovation, they pride themselves on providing top-notch service to their valued customers.
Focus:
Ensuring customer satisfaction and resolving queries promptly through chat and email support. Utilizing a specialized tech stack to streamline communication and enhance the customer service experience.
Location: Fully-Remote (Work from Home), 9 AM – 6 PM EST
Key Responsibilities:
- Customer Support: Provide timely and accurate responses to customer queries and concerns via chat and email channels.
- Issue Resolution:Troubleshoot and resolve customer issues related to orders, products, payments, and general inquiries.
- Product Knowledge:Develop a deep understanding of our client’s product offerings and e-commerce platform functionalities to assist customers effectively.
- Tech Stack Utilization:Utilize the Gorgias platform for chat support, Loop for returns management, and Shopify & Deposco for order management.
- Order Management:Assist customers with order tracking, cancellations, refunds, and exchanges, ensuring a seamless shopping experience.
- Communication: Maintain clear and professional communication with customers, providing updates and solutions in a courteous manner.
- Documentation:Keep detailed records of customer interactions and feedback to inform product and service improvements.
- Collaboration:Collaborate with other departments such as logistics, marketing, and product development to address customer concerns and improve processes.
Qualifications:
- Customer Service Experience:Previous experience in a customer service role, preferably in an e-commerce environment.
- Excellent Communication:Strong written and verbal communication skills, with a friendly and empathetic demeanor.
- Tech Stack Proficiency:Familiarity with e-commerce platforms and tools such as Gorgias, Loop, and Shopify.
- Problem-Solving Ability: Ability to quickly assess customer needs and provide effective solutions.
- Attention to Detail:Meticulous attention to detail to accurately process orders and address customer inquiries.
- Adaptability:Ability to adapt to changing priorities and handle multiple tasks simultaneously in a fast-paced environment.
- Team Player:Collaborative mindset with a willingness to work closely with colleagues to achieve team goals.
Success in This Role:
- Customer Satisfaction: Ensuring high levels of customer satisfaction through prompt and effective resolution of queries and concerns.
- Efficiency: Streamlining customer service processes and utilizing the tech stack to improve response times and overall efficiency.
- Feedback Utilization:Leveraging customer feedback to identify areas for improvement and implement enhancements to the customer service experience.
This role offers an exciting opportunity for a dedicated Customer Service Representative to play a key role in delivering exceptional customer experiences within a dynamic e-commerce environment. If you’re passionate about customer service and thrive in a fast-paced, tech-driven setting, we encourage you to apply.
Application Process:
To be considered for this role these steps need to be followed:
- Fill in the application form
- Record a video showcasing your skill sets
- By submitting this application, you agree to share your data and video with our clients and relevant parties for potential job opportunities.