Ecommerce Customer Service Representative

As an Ecommerce Customer Service Representative, you will be responsible for assisting customers with their online orders. You will need to have exceptional communication skills, both written and verbal, and be able to provide solutions to customer inquiries in a timely manner. In this role, you will also need to be able to navigate various ecommerce platforms and work closely with the marketing and sales teams to ensure customer satisfaction. If you have a passion for customer service and enjoy working in a fast-paced environment, then this job may be the perfect fit for you.

Role & responsibilities

• Respond to customer inquiries and resolve their issues via email, phone, or chat.
• Assist customers with placing orders, tracking shipments, and processing returns.
• Provide product information and recommendations to customers.
• Collaborate with other departments, such as shipping and billing, to ensure timely and accurate order fulfillment.
• Maintain accurate records of customer interactions and transactions.
• Identify and escalate complex issues to senior representatives or supervisors.
• Stay up to date with product knowledge and industry trends to provide excellent customer service.
• Meet and exceed customer satisfaction goals and performance metrics.
• Continuously improve customer service processes and procedures.

Preferred candidate profile

• Prior Ecommerce Customer Service experience
• Excellent phone/email communication skills
• Ability to handle high volume customer interactions
• Strong problem-solving and decision-making abilities
• Effective time management skills
• Ability to multitask and prioritize tasks
• Detail-oriented and accurate data entry
• Experience with CRM and ticketing systems
• Familiarity with Ecommerce platforms and order workflows
• Flexible availability including weekends and holidays