Overview:
As the E-commerce Customer Care Associate, you will play a crucial role in ensuring our customers receive top-notch support throughout their shopping journey. You will be responsible for addressing customer inquiries, resolving issues, and providing assistance with orders, returns, and general inquiries.
Responsibilities:
- Ensures quality customer service outreach is consistent across all platforms and provide customers with appropriate and informative information in a timely manner
- Respond to customer questions and comments via phone, email, and live chat with speed and professionalism.
- Answer inbound telephone calls and provide excellent customer support.
- Responsible for researching and resolving complaints to ensure customer retention and satisfaction.
- Resolves product or service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure problem resolution.
- Coordinate and follow up with other departments to ensure problem resolution, and work together with other customer service team members to promote an environment of customer satisfaction.
- Be adept at dealing with basic customer inquiries and assist with converting prospects into sales and problems into solutions
- Contributor to maintaining and leveraging the company’s CRM platform, Salesforce
- Track and report on a customer’s experience based on conversations and behaviors
- Ensure company web policies are abided by and communicated internally and externally
- Responsible for assisting with the eCommerce return process-ensuring returns are processed and refunds to customers are issued in a timely manner
- Maintain an orderly workflow according to priorities
Qualifications:
- Highly proficient in digital platforms and ability to maintain a dashboard of all communications and open cases.
