Responsibilities
- Respond promptly and professionally to customer inquiries via email, live chat, and phone regarding product information, order status, shipping inquiries, and general concerns.
- Provide exceptional customer service by addressing customer needs, resolving issues, and ensuring customer satisfaction.
- Gather customer feedback and insights to identify areas for improvement in products, services, and processes.
- Communicate customer feedback to the relevant departments to drive continuous improvement.
- Troubleshoot and resolve customer complaints and concerns effectively, escalating complex issues to the appropriate department when necessary.
- Handle returns, exchanges, and refunds according to company policies.
- Acquire in-depth knowledge of the company's products, including features, specifications, and benefits, to effectively assist customers and provide product recommendations.
- Process customer orders accurately and efficiently, including order entry, payment processing, and order tracking.
- Coordinate with the warehouse team to ensure timely order fulfillment and shipment.
- Maintain accurate records of customer interactions, transactions, and inquiries in the customer service database.
- Generate reports on customer service metrics and performance indicators to track progress and identify opportunities for improvement.
Qualifications
- Excellent verbal and written communication skills.
- Ability to empathize with customers and provide personalized assistance.
- Strong analytical and problem-solving abilities to effectively address customer concerns and resolve issues.
- Meticulous attention to detail to ensure accuracy in order processing and documentation.
- Effective time management and organizational skills to handle multiple tasks and prioritize workload efficiently.
- Ability to work collaboratively with cross-functional teams, including sales, marketing, and operations, to deliver exceptional customer service.
- Familiarity with e-commerce platforms and customer relationship management (CRM) software.
- Basic understanding of website navigation and online payment systems.
- Willingness to adapt to changing customer needs, processes, and technologies.
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Preferred:
- Previous experience in customer service or related fields preferred.
- Experience in e-commerce customer service is a plus.
- Previous experience with Zendesk, Klaviyo, Shopify, and Google Drive (sheets, docs, etc)
Job Benefits:
- Flexible schedule
Job Type: Full-time
Pay: $15.00 - $17.00 per hour
Benefits:
- Flexible schedule
- Paid time off
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person