Ecommerce Customer Service Representative

We are seeking a skilled and highly motivated Ecommerce Customer Service Virtual Assistant to join our team. As an Ecommerce Customer Service VA, you will be responsible for handling customer inquiries and providing exceptional support through email and Instagram channels. This role requires excellent communication skills, a customer-centric mindset, and the ability to manage multiple tasks effectively.
Responsibilities:
– Respond promptly and professionally to customer inquiries received via email and Instagram Direct Messages (DMs).
– Provide accurate and helpful information to customers regarding product inquiries, order status, shipping, returns, and other customer service-related issues.
– Resolve customer complaints, issues, and concerns with empathy, patience, and a focus on customer satisfaction.
– Maintain a high level of product knowledge to address customer queries effectively.
– Escalate complex or unresolved issues to the appropriate team members for further assistance.
– Monitor and manage customer reviews, feedback, and comments on Instagram, ensuring timely responses and appropriate actions.
– Create engaging Instagram Stories related to promotions, new products, and updates, posting a minimum of three stories daily.
– Collaborate with the marketing team to ensure consistent brand messaging across customer service interactions and Instagram Stories.
– Keep accurate records of customer interactions, inquiries, and resolutions using appropriate tools or systems.
Requirements:
– Proven experience in a customer service role, preferably in an ecommerce or retail environment.
– Excellent written and verbal communication skills in English.
– Proficient in email etiquette and professional communication.
– Strong knowledge of Instagram and experience managing Instagram Direct Messages and Stories for business purposes.
– Ability to handle multiple customer inquiries simultaneously while maintaining attention to detail and quality.
– Strong problem-solving skills and the ability to think critically in fast-paced situations.
– Outstanding customer service skills, including empathy, patience, and a positive attitude.
– Self-motivated with the ability to work independently and manage time effectively.
– Strong organizational and multitasking abilities to prioritize and meet deadlines.
Preferred Qualifications:
– Familiarity with Shopify
– Experience using customer support software or help desk systems.
– Knowledge of social media management tools and analytics.
Join our dynamic team and contribute to providing an exceptional customer experience for our ecommerce business. If you are passionate about customer service, possess excellent communication skills, and thrive in a fast-paced environment, we would love to hear from you.