Benefits:

401(k)

401(k) matching

Bonus based on performance

Competitive salary

Dental insurance

Employee discounts

Health insurance

Paid time off

Vision insurance

Job description:

An E-Commerce Customer Support Specialist plays a crucial role in enhancing customer satisfaction by providing exceptional service through various digital channels. This role involves promptly addressing customer inquiries, resolving issues, and offering assistance related to products, orders, and delivery processes. Specialists maintain a thorough understanding of the company's offerings and e-commerce platform to provide accurate information. They effectively communicate with customers, troubleshoot problems, and escalate complex issues to appropriate teams. By prioritizing customer experiences, E-Commerce Customer Support Specialists help foster loyalty and drive repeat business.

Requirements

• High school diploma or equivalent; bachelor’s degree preferred
• Proven experience in customer service or e-commerce support
• Excellent verbal and written communication skills
• Proficiency in using CRM systems and customer support software
• Familiarity with e-commerce platforms and order processing systems
• Strong problem-solving and critical-thinking abilities
• Ability to multi-task and manage time effectively
• High attention to detail and accuracy
• Ability to handle difficult or irate customers professionally
• Strong organizational and record-keeping skills
• Ability to work both independently and as part of a team
• Willingness to work flexible hours, if or when needed
• Basic understanding of social media platforms for customer service purposes
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Ability to continuously learn and adapt to new tools and technology
• Customer-oriented mindset with a passion for delivering exceptional service
• Experience working in a fast-paced environment with high call or inquiry volumes
• Strong familiarity with the company's products, services, and policies (can be trained on the job)

Responsabilities

• Respond to customer inquiries via email, chat, and phone.
• Resolve customer issues and order discrepancies.
• Process returns, refunds, and exchanges.
• Collaborate with shipping and logistics teams.
• Update customer information and order details in the CRM system.
• Provide product information and guidance to customers.
• Escalate complex customer issues to appropriate departments.
• Monitor social media channels for customer service inquiries.
• Maintain detailed records of customer interactions.
• Conduct follow-up communications to ensure issue resolution.
• Identify and report recurring customer issues.
• Participate in team meetings and training sessions.
• Suggest improvements to customer service processes.

Ideal Candidate

The ideal candidate for the E-Commerce Customer Support Specialist role will be a highly empathetic and patient individual with proven experience in customer service or e-commerce support. They must possess excellent verbal and written communication skills, along with strong active listening abilities to effectively address customer inquiries. With a sharp attention to detail and the capacity to manage multiple tasks simultaneously, this candidate will demonstrate strong organizational and record-keeping skills. They should be adaptable and flexible, with the ability to navigate high-stress, high-pressure situations while maintaining a positive and friendly demeanor. Proficiency in using CRM systems, customer support software, and e-commerce platforms is essential, as is familiarity with social media for customer service purposes. Additionally, the ideal candidate will be tech-savvy, quick to learn new tools, and capable of continuously adapting to new technology. A problem-solving mindset and strong analytical skills will allow them to efficiently handle and resolve customer issues and identify recurring problems to improve overall service. This team player must be reliable, punctual, and willing to work. With a customer-focused attitude, strong work ethic, and high level of professionalism, the ideal candidate will be proactive, self-motivated, and committed to delivering exceptional service that aligns with the company's products, services, and policies.

What we are looking for

• Empathetic and patient
• Excellent verbal and written communication skills
• Strong active listening abilities
• High attention to detail
• Adaptable and flexible
• Problem-solving mindset
• Strong organizational skills
• Ability to handle stress and high-pressure situations
• Proactive and self-motivated
• Team player
• Reliable and punctual
• Tech-savvy and quick to learn new tools
• Customer-focused attitude
• High level of professionalism
• Positive and friendly demeanor
• Strong work ethic
• Ability to quickly understand and adapt to company policies
• Strong analytical skills
• Ability to handle a high volume of inquiries efficiently

What you can expect (benefits)

• Competitive salary
• Comprehensive health insurance (medical, dental, vision)
• Paid time off (PTO) including vacation, sick days, and holidays
• 401(k) retirement savings plan with company matching
• Performance-based bonuses
• Employee discounts on company products
• Supportive and collaborative work environment