Ecommerce Customer Service Specialist
Ecommerce Customer Service Specialist
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
This is a remote position.
About the Role
We re seeking a proactive and experienced Customer Experience Specialist to join our fastpaced D2C ecommerce team. In this role you ll serve as the first point of contact for customers delivering fast friendly and effective support across channels. You ll manage inquiries troubleshoot issues process returns and work closely with internal teams to ensure an exceptional brand experience.
Core Tasks:
Monitor inbox to assist customers answer questions and escalate issues when needed
Troubleshoot issues with account support
Handle customer inquiries with a <1 hour SLA time
Gather product knowledge to properly educate customers
Proactively look for negative reviews and escalate to brand management
Process returns and billing or delivery issues
Proactively solicit and collect reviews from customers to enhance brand awareness
Build out rolerelated SOPs and FAQs for faster and more accurate responses
Assist with other tactical ecommerce related tasks as needed
Requirements
MustHaves:
3 years experience in a D2C ecommerce customer service role
Hands on experience working with Shopify brands
Exceptional verbal and written communication skills
Background with the consumables vertical (or similar)
Basic intermediate skills with Google Sheets/ Excel for basic reporting
1 years experience with professional helpdesk tool like Gorgias (or similar)
Familiarity with slack and Zoom for internal team coordination / communication
Ability to work EMT NicetoHaves:
1 years experience with Monday (or similar PM tool)
Must-Haves: 3+ years experience in a D2C ecommerce customer service role Hands on experience working with Shopify brands Exceptional verbal and written communication skills Background with the consumables vertical (or similar) Basic - intermediate skills with Google Sheets/ Excel for basic reporting 1+ years experience with professional helpdesk tool like Gorgias (or similar) Familiarity with slack and Zoom for internal team coordination / communication Ability to work EMT Nice-to-Haves: 1+ years experience with Monday (or similar PM tool)
Education
Degree
Employment Type
Full Time
