Customer Support Executive

• Provide excellent customer service by promptly and professionally responding to customer inquiries through various channels (phone, email, chat, and social media).
• Assist customers in navigating the e-commerce platform, guiding them through the purchasing process, and addressing any technical difficulties they may encounter.
• Resolve product-related issues, order discrepancies, and delivery concerns to ensure a seamless shopping experience for our customers.
• Collaborate with other departments, such as logistics and marketing, to ensure timely and accurate information is provided to customers.
• Stay up-to-date with product knowledge, e-commerce policies, and procedures to deliver accurate and consistent information to customers.
• Identify trends in customer inquiries and feedback, and provide suggestions for continuous improvement of the customer support process.
• Proactively communicate with customers about order updates, delays, and any other relevant information that may impact their shopping experience.
• Escalate complex issues to the appropriate departments and follow up on resolutions to ensure customer satisfaction.
• Handle customer complaints with patience and empathy, aiming to turn dissatisfied customers into loyal advocates.
• Maintain detailed and accurate records of customer interactions and transactions in the customer support database.

Requirements

• Previous experience in customer support or a similar role in the e-commerce industry is preferred.
• Excellent written and verbal communication skills, with a friendly and professional demeanor.
• Strong problem-solving abilities and the capacity to handle challenging customer situations with tact and diplomacy.
• Familiarity with e-commerce platforms, order processing systems, and customer support tools is a plus.
• Empathy and patience in dealing with customers from diverse backgrounds and varying levels of technical proficiency.
• Ability to multitask and prioritize tasks to meet customer needs in a fast-paced environment.
• Detail-oriented and organized, with a commitment to providing accurate and timely responses to customers.
• Flexibility to work in shifts, including weekends and holidays, as per the customer support schedule.