Job description
Job Summary: As an E-commerce Customer Service Representative you will e the primary point of contact for our customers, providing exceptional service and support through various channels including email, phone, and live chat. Your role is to ensure a seamless and positive experience for our customers by addressing inquiries, resolving issues, and maintaining a high level of customer satisfaction.
This role is on-going freelance to start in June
Rate: $20/per hour (non-negotiable)
Remote - must live in California and work PST hours
Key Responsibilities:
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Customer Support:
- Respond to customer inquiries promptly and professionally through email, phone, and live chat.
- Provide accurate information regarding products, services, orders, and policies.
- Assist customers with placing orders, tracking shipments, and processing returns or exchanges.
- Resolve product or service issues by clarifying customer complaints, determining the cause, selecting and explaining the best solution, expediting corrections, and following up to ensure resolution.
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Order Management:
- Process orders accurately and efficiently in the e-commerce system.
- Monitor order status and proactively communicate any delays or issues to customers.
- Coordinate with the warehouse and shipping departments to ensure timely and accurate delivery of orders.
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Product Knowledge:
- Maintain an in-depth understanding of products and services to provide expert advice and support.
- Stay updated on new product releases, promotions, and company news.
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Customer Relationship Management:
- Build and maintain positive relationships with customers to encourage repeat business and brand loyalty.
- Collect and analyze customer feedback to identify trends and areas for improvement.
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Technical Support:
- Assist customers with navigating the website, troubleshooting technical issues, and resolving account-related concerns.
- Escalate complex technical problems to the appropriate department or technical team as needed.
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Administrative Duties:
- Document customer interactions and transactions in the CRM system.
- Prepare reports on customer service activities and trends as requested by management.
- Participate in training sessions and team meetings to enhance product knowledge and customer service skills.
Qualifications:
- High school diploma or equivalent; college degree preferred.
- Proven experience in a customer service role, preferably within an e-commerce or retail environment.
- Excellent communication skills, both written and verbal.
- Strong problem-solving abilities and attention to detail.
- Proficient in using customer service software. - exp with Zendesk, Shopify, Salesforce, NetSuite, CRM systems
- Ability to work independently and as part of a team in a fast-paced environment.
- Flexibility to work various shifts, including weekends and holidays.
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