eCommerce Specialist
eCommerce Specialist APPLY NOW
Job Summary:
An eCommerce Customer Service Specialist is responsible for providing exceptional customer support by addressing inquiries, resolving issues, and maintaining positive customer relationships through various communication channels like phone and email, while demonstrating a deep understanding of the company's products and services, requiring excellent communication skills and a patient demeanor to ensure customer satisfaction.
Duties/Responsibilities:
• Answering customer inquiries: Respond promptly and accurately to customer questions regarding products, services, account information, billing, and policies via phone or email.
• Issue resolution: Troubleshoot customer problems, identify root causes, and provide effective solutions to resolve complaints and concerns in a timely manner.
• Customer relationship management: Build rapport with customers, actively listen to their needs, and maintain a positive and helpful attitude throughout interactions.
• Product knowledge: Stay updated on the latest company products, features, and services to provide accurate information and answer customer questions.
• Data management: Maintain accurate customer records within the CRM system, updating relevant details and tracking customer interactions.
• Escalation: Identify complex issues that require further assistance and escalate them to appropriate teams for resolution.
• Complaint handling: Professionally handle customer complaints, de-escalate situations, and provide appropriate resolutions while adhering to company guidelines.
• Sales support: May assist with basic sales inquiries, providing product information and directing customers to the sales team when necessary.
Required Skills/Abilities:
• Excellent communication skills: Strong ability to listen actively, clearly explain information, and communicate effectively both verbally and in writing.
• Problem-solving skills: Ability to analyze customer issues, identify solutions, and implement them efficiently.
• Customer service orientation: Genuine passion for providing exceptional customer experiences and exceeding expectations.
• Technical proficiency: Familiarity with CRM systems and other relevant customer service tools.
• Adaptability: Ability to handle a diverse range of customer inquiries and adjust approach based on individual needs.
• Stress management: Remain calm and composed under pressure while effectively resolving customer issues.
Education and Experience:
• High School degree.
• At least one year’s related experience required.
Physical Requirements:
• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
