Customer Support Executive

Job Summary: We are seeking a highly motivated and customer-centric Customer Support Specialist with proven experience in the e-commerce industry. The ideal candidate will be responsible for providing exceptional support to our customers across various channels, resolving inquiries efficiently, and ensuring a positive customer experience. You will be a vital link between our customers and our company, contributing to customer satisfaction and loyalty.Responsibilities: ● Provide Excellent Customer Support: ○ Respond promptly and accurately to customer inquiries via email, phone, chat and social media.○ Resolve customer issues related to orders, shipping, returns, refunds, production formation, and account management. ○ Proactively identify and address potential customer concerns. Maintain a professional and empathetic tone in all customer interactions. ● E-commerce Expertise:○ Demonstrate a strong understanding of e-commerce processes, including order fulfilment, payment processing, and shipping logistics. ○Troubleshoot and resolve technical issues related to the online store and customer accounts .○ Stay up-to-date on product information, promotions, and company policies. ● Order Management:○ Assist customers with order tracking, modifications, and cancellations.○ Process returns, exchanges, and refunds accurately and efficiently. ○ Investigate and resolve order discrepancies. ● Customer Relationship Management (CRM): ○ Maintain accurate and detailed records of customer interactions in the CRM system. ○ Identify trends in customer feedback and report them to the relevant teams. ○ Contribute to the development of customer support resources and FAQs. ● Collaboration and Communication:○ Collaborate with other departments (e.g., sales, marketing, logistics) to resolve customer issues. ○ Provide clear and concise communication to customers and internal teams. ○ Escalate complex issues to senior support staff or management as needed. ● Performance Metrics: ○ Meet or exceed established performance metrics, such as response time, resolution time, and customer satisfaction scores. ○ Contribute to the ongoing improvement of customer support processes.Qualifications: ● Minimum of 1 years of experience in customer support, preferably in the e-commerce industry. ● Proven ability to provide exceptional customer service in a fast-paced environment. ● Strong understanding of e-commerce platforms and processes. ● Excellent written and verbal communication skills. ● Proficiency in using CRM software and other customer support tools. ● Strong problem-solving and analytical skills. ● Ability to multitask and prioritise tasks effectively. ● Positive attitude and a customer-centric mindset. ● Ability to work independently as well as part of a team. ● Familiarity with common e-commerce platforms like Shopify, or similar is a plus. Preferred Qualifications: ● Experience with [Shopify, help desk software, or other relevant tools]. ● Experience with social media customer support. ● Multilingual abilities.