Customer Support Specialist

Job Description

We are seeking a dedicated and customer-focused Customer Support Specialist to join our growing E-Commerce Division . In this role, you will be the first point of contact for our online customers, handling a variety of support channels including calls, live chat, emails, and social media. You will also assist with delivery inquiries, resolve product or order-related issues, and help drive online sales through exceptional service. Key Responsibilities: Respond to customer inquiries via phone, email, live chat, and social media in a timely and professional manner. Resolve product, order, payment, or delivery issues promptly and effectively. Guide customers through the online shopping process and provide information about products and promotions. Track and follow up on orders, shipments, and returns with logistics and warehouse teams. Escalate unresolved issues to appropriate internal departments when necessary. Maintain accurate customer interaction records in CRM systems. Provide feedback to management on recurring issues or potential improvements in processes. Meet individual and team KPIs related to response time, resolution rate, and customer satisfaction. Stay up to date with product knowledge, company policies, and system updates. Qualifications: High school diploma or equivalent; college degree preferred. 1+ years of experience in customer service, preferably in an e-commerce or retail environment. Excellent verbal and written communication skills. Proficient in using CRM systems, helpdesk tools, and e-commerce platforms. Strong multitasking and problem-solving skills. Ability to work in a fast-paced environment and adapt to changing priorities. Customer-first mindset with a passion for delivering outstanding service. Preferred Skills: Experience with platforms like Shopify, Magento, WooCommerce, or similar. Familiarity with order management and shipping software. Bilingual or multilingual abilities are a plus. Show more Show less