E-Commerce Operations Executive

Role Description

The E-Commerce Customer Service Representative is responsible for delivering exceptional customer service to online shoppers. The role includes handling customer inquiries, providing product support, resolving issues, and ensuring a seamless post-purchase experience in an e-commerce environment.

Key Responsibilities:

1. Customer Support:

• Respond promptly and professionally to customer inquiries via phone, email, live chat, and social media.
• Provide accurate product information, order status updates, and assist with returns, exchanges, and refunds.
• Address customer concerns and complaints, offering timely and effective solutions.

2. Order Management:

• Assist customers with placing orders, order cancellations, and modifications.
• Ensure all customer orders are processed and shipped accurately and on time.
• Work closely with the logistics and inventory team to track and update order statuses.

3. Product Support:

• Provide detailed product descriptions, specifications, and availability updates to customers.
• Help customers navigate the website, ensuring an easy and intuitive shopping experience.
• Offer personalized recommendations and upsell/cross-sell products when appropriate.

4. Returns & Refunds:

• Process returns and refunds in accordance with company policies.
• Resolve issues related to product defects, incorrect shipments, or dissatisfaction.
• Ensure customers are fully informed about the return and refund process.

5. Issue Resolution:

• Investigate and resolve any order discrepancies, delivery delays, or customer complaints.
• Follow up on unresolved customer issues to ensure satisfaction and escalate complex cases to senior management when necessary.

6. Customer Feedback & Improvement:

• Collect and document customer feedback to improve service quality and identify recurring issues.
• Collaborate with the marketing and product teams to enhance customer experience and satisfaction.

7. Record Keeping:

• Maintain accurate customer records and order histories in the customer service database.
• Ensure proper documentation of all customer interactions for future reference.

8. Team Collaboration:

• Work closely with other departments (e.g., warehouse, inventory, and marketing) to ensure customer satisfaction and operational efficiency.
• Provide training and guidance to new customer service representatives, if required.

Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred).
• Proven experience in customer service, preferably in the e-commerce or retail industry.
• Familiarity with e-commerce platforms and order management systems.
• Proficiency in using customer support software and Microsoft Office.
• Knowledge of customer service best practices and the ability to handle multiple tasks simultaneously.

Skills:

• Strong communication skills, both written and verbal.
• Excellent problem-solving and conflict-resolution abilities.
• Patience and a customer-first attitude.
• Ability to work efficiently in a fast-paced environment.
• Attention to detail and high organizational skills.
• Ability to multitask and prioritize workload.

Preferred Qualifications:

• Experience with live chat and social media support.
• Knowledge of CRM (Customer Relationship Management) tools.
• Previous experience in an e-commerce setting.