Customer Service Representative

ROLE:
As a Customer Service Specialist for our e-commerce brand, you play a pivotal role in ensuring customer satisfaction and fostering positive interactions. Your primary responsibility is to manage and respond to customer inquiries, concerns, and feedback received through email/social media channels. With a keen eye for detail and exceptional communication skills, you will address customer queries promptly, providing accurate and helpful information about our products, services, and policies.
RESPONSIBILITIES:
1. Customer Support: Respond promptly and professionally to customer inquiries via various channels, including email, SMS, and social media.
2. Problem Resolution: Identify and resolve customer issues, complaints, and concerns effectively, ensuring a high level of customer satisfaction.
3. Product Knowledge: Develop a comprehensive understanding of our products and services to provide accurate information and recommendations to customers.
4. Order Management: Assist customers with placing orders, tracking shipments, and processing returns or exchanges efficiently.
5. Relationship Building: Build and maintain positive relationships with customers to promote loyalty and customer retention.
6. Upselling and Cross-selling: Recognize opportunities to upsell or cross-sell products and services to customers based on their needs and preferences.
7. Escalation Handling: Escalate complex or sensitive issues to appropriate departments or managers when necessary, ensuring timely resolution.
8. Feedback Management: Gather customer feedback and communicate insights to the management team to continuously improve products and services.
9. Administrative Tasks: Maintain accurate customer records, process documentation, and update databases as required.
10. Customer Satisfaction Surveys: Conduct post-interaction surveys to assess customer satisfaction and gather insights for improvement.
11. Stay Informed: Stay updated on industry trends, company policies, and product knowledge to provide accurate and up-to-date information to customers.
12. Team Collaboration: Collaborate with other team members, sharing knowledge and supporting a positive work environment.
13. Comment moderation on our social media posts. Replying back to comments and hiding comments if necessary.
REQUIREMENTS:
1. Education: High school diploma or equivalent; additional education or certifications in customer service-related fields are a plus.
2. Experience: Previous customer service experience is preferred but not mandatory; entry-level candidates with strong communication skills will also be considered.
3. Communication Skills: Excellent English verbal and written communication skills with the ability to convey information clearly, concisely, and professionally.
4. Empathy: Strong empathy and understanding of customer needs to provide personalized assistance and support.
5. Problem-Solving: Proven ability to think critically and resolve customer issues in a calm and effective manner.
6. Multitasking: Demonstrated capability to manage multiple tasks and inquiries simultaneously while maintaining a high level of accuracy and efficiency.
7. Computer Proficiency: Comfortable using computer systems, databases, and customer service software.
8. Adaptability: Ability to adapt to changing situations and customer demands while remaining composed and focused.
9. Positive Attitude: A positive and customer-focused attitude with a commitment to delivering exceptional service.
10. Team Player: Strong team player with the ability to collaborate and contribute to the success of the team.
11. Availability: Willingness to work flexible hours, including evenings, weekends, and holidays
12. Experience with Shopify, Amazon Seller Central, and ticketing software like ZenDesk or similar platforms would be helpful.