ONLINE CUSTOMER CARE REPRESENTATIVE

Overview:

Key Responsibilities:

• Responding to customer inquiries via online chat email or social media channels
• Resolving customer complaints and issues in a timely and professional manner
• Providing product information troubleshooting technical issues and assisting with online order management
• Monitoring online reviews and proactively addressing any negative feedback or concerns
• Assisting customers with account management including password resets and profile updates
• Collaborating with other departments to resolve complex customer issues
• Utilizing feedback to improve the online customer experience and identify areas for enhancement
• Documenting customer interactions and maintaining accurate records of inquiries and resolutions
• Escalating unresolved issues to the appropriate teams and following up to ensure resolution
• Staying informed about product updates promotions and company policies to provide accurate information to customers
• Participating in training and coaching sessions to enhance customer service skills and knowledge
• Adhering to established service levels and response time targets

Required Qualifications:

• Previous experience in online customer service or a similar role
• Excellent written and verbal communication skills
• Strong problemsolving abilities and the capacity to handle challenging situations professionally
• Ability to effectively multitask and manage multiple customer interactions simultaneously
• Empathy and the ability to understand and address customer concerns with sensitivity
• Knowledge of online shopping platforms and proficiency in using live chat and email support tools
• Customerfocused mindset and a genuine passion for providing exceptional service
• Strong attention to detail and accuracy in documenting customer interactions
• Ability to work collaboratively within a team and across different departments
• Flexibility to work varying shifts including evenings weekends and holidays
• High school diploma or equivalent; additional certification in customer service is a plus
• Familiarity with CRM systems and ticketing platforms for customer support
• Understanding of ecommerce processes and best practices
• Experience in maintaining professionalism and composure in a fastpaced online customer care environment
• Commitment to upholding company policies and maintaining confidentiality of customer information

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