Senior Customer Support Specialist

Job Summary:

As a Senior Customer Experience Specialist in the E-commerce sphere, you will be the lead point of contact for our online customers, ensuring they have a superior and seamless shopping experience. You will be responsible for addressing complex customer inquiries, resolving advanced issues, and providing exceptional support to enhance overall customer satisfaction and loyalty.

Key Responsibilities:

• Advanced Customer Support: Provide high-level and efficient customer service via email, chat, and social media, specifically tailored to the e-commerce environment.
• Complex Issue Resolution: Identify and resolve complex customer issues and complaints related to online purchases, payments, and deliveries in a timely and effective manner, escalating when necessary.
• Order Management: Assist customers with advanced order placement, tracking, returns, and exchanges.
• Product Expertise: Maintain a deep and comprehensive understanding of our e-commerce products and services to assist customers effectively and accurately.
• Customer Feedback: Gather, analyze, and document customer feedback on our e-commerce platform, and provide strategic insights to the management team for continuous improvement.
• CRM Management: Utilize and optimize Customer Relationship Management (CRM) software to document and track customer interactions and resolutions.
• Collaboration: Work closely with other departments, such as Sales, Marketing, and Product Development, to enhance the e-commerce customer experience.
• Reporting: Prepare and present detailed reports on customer service metrics, trends, and feedback specific to the e-commerce sphere to the management regularly and other teams upon request.

Qualifications:

• Education: Bachelor’s degree in Business, Communications, or a related field preferred.
• Experience: Minimum of 3 years of experience in customer service, support, or a related field, with a focus on e-commerce preferred.
• Skills:
  • Excellent verbal and written communication skills in English.
  • Strong problem-solving abilities and attention to detail.
  • Proficient in using CRM software and other customer support tools.
  • Leadership and mentoring abilities.
  • Ability to work independently and as part of a team.
  • Empathy and a passion for providing exceptional customer service.
  • Ability to manage multiple tasks and prioritize effectively.