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.
  
  

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