eCom Customer Service and VA
- 1 year ago
- Ecommerce Management
- Fixed
· Coordinate with internal teams to streamline customer support operations and drive customer-centric initiatives.
· Assist with the management and administration of customer support systems, such as ticketing platforms, live chat tools, and knowledge base systems.
· Assist with maintaining accurate and up-to-date customer support documentation, including FAQs, troubleshooting guides, and standard responses, to enable efficient issue resolution.
· Collaborate with internal stakeholders to relay customer insights and contribute to product enhancements and new feature development.
· Assist in the implementation of customer satisfaction surveys and other feedback mechanisms to gauge customer sentiment and collect valuable input.
· Provide prompt and professional responses to customer inquiries through email and social media channels.
· Utilize problem-solving skills to understand and address customer needs and concerns effectively.
· Maintain a deep knowledge of our products, services, and policies to provide accurate information and troubleshoot effectively.
· Investigate and resolve order and delivery inquiries by liaising with our warehouse, 3PL teams, and courier partners.
· Facilitate customer returns, refunds, and troubleshoot order issues, escalating concerns to relevant stakeholders.
· Collaborate with internal stakeholders to relay customer insights to ensure seamless customer experiences across our products and services and contribute to product and service enhancements.
· Report on key contact issues and work with the wider team to identify and address customer friction points.
Requirements:
· Proven experience in customer support operations, preferably in an e-commerce or online retail environment.
· Strong understanding of customer service principles and practices, with a focus on delivering exceptional customer experiences.
· Excellent organizational skills, with the ability to multitask and prioritize effectively in a fast-paced environment.
· Proficient in using customer support software and tools, such as ticketing systems, live chat platforms, and knowledge base systems.
· Outstanding communication skills, both written and verbal, with the ability to communicate effectively with customers and internal stakeholders.
· Detail-oriented mindset with a commitment to accuracy and quality in all aspects of work.
· Ability to work collaboratively in cross-functional teams and build strong relationships across the organization.
· Familiarity with e-commerce platforms, preferably Shopify or similar platforms.
· Knowledge of Amazon Seller platform is a plus.
· Experience with 3PL warehouse and logistics, including reverse logistics.
· Empathetic and customer-oriented mindset.
· Strong troubleshooting and issue resolution skills.
· Fluent in English.
Skills required
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$6,500.00
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