Non-voice Customer Service Representative at Heroes

As a Customer Service Representative at Heroes, responsible for over 30 brands across diverse categories and products, you will play a crucial in ensuring customer satisfaction through the efficient use of the eDesk platform to address inquiries via email. Your extensive experience in customer service, particularly in Amazon inventory and order management, as well as Shopify order management and delivery, will be an invaluable asset in fulfilling the responsibilities of this position.

Responsibilities:

1. eDesk Proficiency: Utilize the eDesk platform to efficiently manage and respond to all customer inquiries via email.

2. Customer Support: Respond promptly and professionally to customer inquiries, addressing their needs and resolving issues effectively.

3. Product Knowledge: Develop a deep understanding of our products and services to provide comprehensive assistance to customers.

4. Communication: Maintain clear and empathetic communication with customers, demonstrating patience and professionalism.

5. Problem-solving: Analyze customer issues and devise creative solutions while adhering to company policies.

6. Record-Keeping: Thoroughly document Heroes Refund, returns, and replacement transactions.

7. Collaboration: Collaborate with colleagues to share information and resolve complex issues.

8. Feedback Handling: Gather customer feedback and relay insights to the relevant teams for continuous improvement.

9. Customer Education: Proactively educate customers on product features, updates, and self-service options.

10. Performance Metrics: Meet or exceed performance targets such as response times and customer satisfaction scores.

11. Amazon and Shopify Expertise: Leverage your knowledge and familiarity with Amazon inventory and order management, as well as Shopify order management and delivery, to assist customers effectively.

12. Adaptability: Stay updated on industry trends and best practices to adapt to evolving customer service needs.

13. Flexibility: Can work during weekends, holidays, and peak seasons.

Qualifications:

1. Proven experience as a Customer Service Representative with expertise in eDesk email management or any equivalent eCommerce tool for handling email responses, is a prerequisite.

2. Knowledge or familiarity with customer service experience in Amazon inventory and order management and Shopify order management and delivery.

3. Proficient in English communication, both in written and verbal forms.

4. Excellent problem-solving and critical-thinking abilities.

5. Customer-focused approach with a passion for delivering exceptional service.

6. Ability to work both independently and as part of a team.

7. Ability to handle high-pressure situations with professionalism and patience.