The role

This position will act as a liaison between the company and the customer, will provide product information, and resolve any emerging problems our customer accounts experience with accuracy and efficiency. The goal is to ensure excellent service standards, respond efficiently to customer inquiries, and maintain a high level of customer satisfaction.

 

Duties & Responsibilities

• Identify and assess customers’ needs to achieve full satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet or exceed Customer Service Team goals.
• Handle customer complaints, provide appropriate solutions and alternatives within the pre-defined timeframe; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents.
• Follow communication procedures, guidelines, and policies.
• Go the extra mile to engage customers.
• Communicate with outside vendors and internal departments to assist customers.
• Make sure customers are satisfied by providing a thorough follow up.
• Input information accurately and promptly into the database.

Education & Knowledge

• Bachelor's Degree or equivalent experience 
• 1+ years previous experience in a customer service environment.
• Excellent written and verbal communication skills in English. 
• Comprehensive knowledge of online business.
• Computer proficiency and accurate data-entry skills required.
• 4+ years of experience managing e-commerce marketplaces:
• Amazon Seller Central (Preferred)
• eBay Seller Central (Preferred)
• Shopify (Preferred)
• Intermediate Excel knowledge.

 

Skills & Abilities

• Computer savvy; comfortable working with multiple screens.
• Strong multitasking skills.
• Ability to organize and manage a variety of activities while addressing multiple priorities.
• Ability to work with internal and external customers, as well as vendors and maintain professional relationships.
• Sense of urgency in solving problems.
• Ability to create and run reports, troubleshoot order and/or inventory problems/discrepancies.
• Disciplined. 
• A great collaborator and business partner. 
• Organized.

PLUS qualifications: 

• Proficiency in online marketplace procedures. 
• Experience in technical support for online sales.