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