The mission for this role is to provide exceptional, empathetic, and efficient customer service that enhances the shopping experience of our customers. As an E-commerce Customer Service Representative, you are the frontline in engaging with our customers, addressing their inquiries, resolving their issues, and ensuring their satisfaction. Your role involves not only troubleshooting and managing orders but also building trust and fostering loyalty through every interaction. By closely collaborating with our logistics partners and internal teams, you will play a crucial part in maintaining the seamless operation of our e-commerce platform and upholding our commitment to outstanding customer care.
Job Title: E-commerce Customer Service Representative
Department: Customer Service / Support
Reporting To: Customer Service Manager
Part-time with the potential to grow into a full-time role.
Job Summary: We are looking for a dedicated and customer-oriented E-commerce Customer Service Representative to join our team. In this role, you will be the first point of contact for our customers, providing exceptional support through phone calls, live chat, email, and other communication channels. Your responsibilities will include handling customer inquiries, processing returns, troubleshooting product issues, and liaising with our 3PL warehouse to ensure a seamless customer experience.
Customer Interaction and Support:
Provide timely and accurate customer service via phone calls, live chat, email, and other communication channels.
Handle customer inquiries and resolve issues promptly to ensure customer satisfaction.
Process customer returns and exchanges, ensuring a smooth and efficient experience.
Troubleshooting and Product Support:
Assist customers with troubleshooting product issues.
Provide detailed product information and guidance to customers as needed.
3PL Warehouse Coordination:
Work closely with the 3PL (Third-Party Logistics) warehouse team to monitor order fulfillment and address any shipping or receiving issues.
Ensure effective communication between the warehouse and customers regarding order status, shipping delays, or inventory concerns.
Order Management and Record-Keeping:
Manage customer orders through the e-commerce platform, ensuring accuracy in order processing.
Maintain up-to-date records of customer interactions, transactions, feedback, and resolutions.
Feedback and Improvement:
Collect and report customer feedback to improve products and services.
Collaborate with the team to enhance customer service procedures and policies.
Previous experience in customer service, preferably in an e-commerce environment. Shopify a PLUS.
Excellent communication skills, both written and verbal. Proficiency in handling phone calls, live chat and email support.
Strong problem-solving skills and attention to detail.
Ability to work independently and as part of a team.
Familiarity with e-commerce platforms and CRM systems.
Understanding of basic product troubleshooting and 3PL warehouse processes.
Strong organizational and time management skills with the ability to set priorities, multi-task, and meet deadlines.
Maintain Clear Communication between the different departments and how their different needs work together.
A quick learner who is able to problem solve and work towards a solution with an understanding of the first principle problem being solved for.
An analytical thinker who uses data to align and drive the business towards its goals and overall strategies.
Team-oriented with amazing communication skills, a positive attitude, and consistent energy.
Excellent time management and follow-up skills.
You can handle difficult situations with grace while under pressure.