Ecommerce Customer Service Representative

We are an ecommerce company based in the US that sells sustainable appeal and accessories.

Visit our site at Click to view – Do NOT reach out to the current support email.

As an Ecommerce Customer Service Representative, you will be responsible for assisting customers with their online orders. You will need to have exceptional communication skills, both written and verbal, and be able to provide solutions to customer inquiries in a timely manner. In this role, you will also need to be able to navigate various e-commerce platforms and work closely with the marketing and sales teams to ensure customer satisfaction. If you have a passion for customer service and enjoy working in a fast-paced environment, then this job may be the perfect fit for you.

Your responsibilities
• Respond to customer inquiries and resolve their issues via email and chat
• Assist customers with placing orders, tracking shipments, and processing returns within Zendesk and Shopify
• Provide product information and recommendations to customers
• Collaborate with other departments, such as shipping to ensure timely and accurate order fulfillment
• Maintain accurate records of customer interactions and transactions
• Identify and escalate complex issues to senior representatives or supervisors
• Stay up to date with product knowledge and industry trends to provide excellent customer service
• Meet and exceed customer satisfaction goals and performance metrics
• Continuously improve customer service processes and procedures
As an Ecommerce Customer Service Representative, your main responsibility is to provide exceptional customer service to ensure customer satisfaction and retention. You will be responsible for handling customers’ inquiries and complaints through various communication channels. Your goal is to provide prompt and effective solutions to customers’ problems while representing the company in a positive and professional manner.

Requirements
• Prior E-commerce Customer Service experience
• Experience with the following platforms required:
o Shopify Plus
o Zendesk
o Google Sheets
• Preferred Platform Experience:
o Loop Returns
o Faire
o NuOrder
• Excellent email and chat communication skills
• Ability to handle high-volume customer interactions
• Strong problem-solving and decision-making abilities
• Effective time management skills
• Ability to multitask and prioritize tasks
• Detail-oriented and accurate data entry
• Experience with CRM and ticketing systems
• Familiarity with e-commerce platforms and order workflows

Please reply with why you should get the position and how you would answer the support tickets below as if you had the position. Please include what you would say to the customer and what you would do as the next steps. Feel free to take liberties with your response of what you would do and how you would answer it. Do what you think is the right thing / the best thing to do to help the customer and keep them happy.

1. “Hello, I ordered this item which arrived today and it fit amazing, however unfortunately it came with a large visible black stain on the front. Would it be possible to have a replacement item sent? I know it is final sale, but mine came damaged. :(”

2. ” A couple of days ago I got an email from you explaining the goings on at United By Blue over the past few months and the outcome that resulted in your coming to life again. That was nice to hear.

Near the end of the message, you offered at large discount off everything for a short time (APPAREL60). Well, I tried it several times and it didn’t work. I want to order another pair of the Ultimate Bison Sock and the Softhemp Trail Sock.

Did I misread your email and your site about its use?”

3. “Hello! I just received my package today and it’s missing the corduroy top, but I didn’t get a notification that it shipped separately. Could you confirm if it was or if it was mistakenly not packaged in with my shipment?

4. “Hello !!! My mom bought me this enamel mug a few years ago for Christmas and I absolutely adore it. I’m moving and I think it fell or got knocked or something happened during the move because now it has a chip/crack on the inside and outside (pictures attached below). I was wondering if there was anything that I needed to do / should(n’t) do and If I could still use the mug. “