eCommerce Customer Service Representative

An eCommerce Customer Service Representative focuses on providing superior customer service to clients and online shoppers. Their goal is to ensure a seamless shopping experience, which involves resolving customer queries and problems efficiently and professionally. 

They have a deep understanding of the company's products and services and are skilled in using eCommerce platforms and customer service software.

eCommerce Customer Service Representatives respond to customer inquiries via phone and email, addressing any questions or complaints promptly and professionally. 

Their responsibilities also extend to managing orders, returns, and exchanges while liaising with other departments to resolve any customer issues. They provide accurate information about products and services to customers and document all customer interactions in a service database.

Join our team as an eCommerce Customer Service Representative and become the friendly voice that ensures customer satisfaction! 

This is a wonderful opportunity to utilize your skills in providing exceptional service, resolving inquiries, and going the extra mile to create positive experiences for our online customers. 

As a key member of the team, your goal is to achieve high customer satisfaction, increase customer loyalty, reduce customer churn, and maintain accurate customer records.

• Respond to customer inquiries through various channels, including phone, email, and chat.
• Address customer questions, concerns, and complaints promptly and professionally.
• Provide assistance with order inquiries, returns, and exchanges, ensuring a positive customer experience.
• Collaborate with other departments to resolve customer issues and escalate complex cases when necessary.
• Process orders, returns, and refunds using the eCommerce platform accurately and efficiently.
• Offer product and service information to customers, assisting them in making informed purchasing decisions.
• Document and maintain detailed records of customer interactions in the customer service database.
• Monitor customer accounts for fraudulent activity and take appropriate actions to mitigate risks.
• Collaborate with the team to develop strategies and initiatives for improving overall customer service and satisfaction.

• High customer satisfaction and positive customer feedback.
• Increased customer loyalty.
• Accurate and up-to-date customer records for seamless interactions.

• Bachelor's degree or equivalent experience in customer service or a related field.
• Minimum of two years of customer service experience, preferably in an eCommerce environment.
• Proficiency in eCommerce platforms and customer service software.
• Strong knowledge of Microsoft Office Suite.
• Excellent communication, problem-solving, and interpersonal skills.