We are seeking a highly motivated and customer-focused individual to join our team as an E-Commerce Customer Service Representative. In this role, you will be responsible for providing exceptional customer service to our online customers, addressing inquiries, resolving issues, and ensuring a seamless shopping experience.
Responsibilities:
Respond promptly to customer inquiries via email and phone, providing accurate and helpful information.
Assist customers with order placement, information about product customization, order tracking, cancellations, returns, and exchanges, following established policies and procedures.
Troubleshoot and resolve customer issues, including product inquiries, shipping delays, lost packages, payment processing, and technical problems, in a timely and professional manner.
Collaborate with other team members, including the production team and the warehouse staff to ensure accurate order fulfillment and delivery.
Maintain up-to-date knowledge of products, customization procedures, and company policies to effectively assist customers and provide accurate information.
Develop and maintain the production department's work calendar, including scheduling production jobs, monitoring deadlines, and resource availability.
Collaborate with production managers to prioritize order production according to deadlines, allocate resources effectively, and optimize workflow efficiency.
Process customer returns and exchanges, including issuing refunds, credits, and replacement orders, according to established guidelines.
Monitor and manage customer feedback, addressing any concerns or issues raised by customers.
Assist with order management tasks, including inventory management, order customization, order processing, and fulfillment, as needed.
Identify opportunities for process improvements and contribute ideas for enhancing the customer experience and optimizing operations.
Adhere to company policies, procedures, and quality standards, ensuring compliance with relevant regulations and guidelines.
Requirements:
High school diploma or Associate degree; Bachelor's degree preferred.
Prior experience in customer service, preferably in an e-commerce or retail environment.
Strong communication skills, both written and verbal, with a friendly and professional demeanor.
Excellent problem-solving and decision-making abilities, with a focus on providing solutions and exceeding customer expectations.
Proficiency in computer skills, including experience with e-commerce platforms, graphic design software, and Microsoft Office suite.
Ability to multitask, prioritize workload, and work efficiently in a fast-paced environment.
Detail-oriented with a high level of accuracy in order processing and follow-through.
Positive attitude, team player mentality, and willingness to learn and adapt to changes.
Commitment to providing exceptional customer service and fostering positive customer relationships.
Benefits:
Competitive salary based on experience.
Paid time off and holiday.
Opportunities for career growth and advancement.
If you are passionate about delivering outstanding customer service and thrive in a dynamic and fast-paced environment, we invite you to apply for the E-Commerce Customer Service Representative position. Join our team and help us provide an exceptional online shopping experience for our valued customers.
Please note that only candidates with excellent written/verbal communication skills, two years experience, and two consecutive years in a single job will be considered for this position.