We are seeking a dedicated and customer-focused Customer Support Specialist to join our growing E-Commerce Division. In this role, you will be the first point of contact for our online customers, handling a variety of support channels including calls, live chat, emails, and social media. You will also assist with delivery inquiries, resolve product or order-related issues, and help drive online sales through exceptional service.
Key Responsibilities:- Respond to customer inquiries via phone, email, live chat, and social media in a timely and professional manner.
- Resolve product, order, payment, or delivery issues promptly and effectively.
- Guide customers through the online shopping process and provide information about products and promotions.
- Track and follow up on orders, shipments, and returns with logistics and warehouse teams.
- Escalate unresolved issues to appropriate internal departments when necessary.
- Maintain accurate customer interaction records in CRM systems.
- Provide feedback to management on recurring issues or potential improvements in processes.
- Meet individual and team KPIs related to response time, resolution rate, and customer satisfaction.
- Stay up to date with product knowledge, company policies, and system updates.
Qualifications:- High school diploma or equivalent; college degree preferred.
- 1+ years of experience in customer service, preferably in an e-commerce or retail environment.
- Excellent verbal and written communication skills.
- Proficient in using CRM systems, helpdesk tools, and e-commerce platforms.
- Strong multitasking and problem-solving skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Customer-first mindset with a passion for delivering outstanding service.
Preferred Skills:- Experience with platforms like Shopify, Magento, WooCommerce, or similar.
- Familiarity with order management and shipping software.
- Bilingual or multilingual abilities are a plus.
