Job description

As a Customer Support Specialist specializing in E-commerce, you will play a crucial role in ensuring exceptional customer experiences for our online customers. Your primary responsibility will be to manage and resolve customer inquiries, concerns, and issues related to their purchases and interactions. You will be part of a dynamic team that aims to maintain a high level of customer satisfaction and uphold the reputation of the business.

Key Responsibilities:

Customer Interaction: Respond promptly and effectively to customer inquiries, feedback, and complaints received through different channels. Provide accurate information and assistance to resolve issues related to orders, payments, shipping, returns, and product inquiries.

Problem Resolution: Investigate and troubleshoot customer issues, identifying root causes and providing appropriate solutions. Collaborate with relevant teams & business partners such as shipping, inventory, and finance to resolve complex problems.

Order Management: Monitor and manage customer orders, ensuring they are processed accurately and in a timely manner. Coordinate with the fulfillment team to ensure timely shipping and delivery of products. Provide tracking to customers and resolve issues with suppliers regarding fulfillment.

Product Knowledge: Develop a deep understanding of the products offered on eBay and Amazon, enabling you to provide accurate and detailed information to customers. Stay updated on product specifications, features, and availability.

Platform Expertise: Stay up to date with the latest policies, guidelines, and best practices of marketplaces & ensure that all customer interactions adhere to platform-specific rules and regulations.

Communication: Maintain clear and concise communication with customers, both in written and verbal forms. Handle customer inquiries professionally and empathetically, ensuring a positive customer experience.

Feedback Management: Monitor and manage customer feedback and reviews. Address negative feedback in a timely manner and work towards resolving customer concerns to improve overall ratings.

Data Management: Keep accurate records of customer interactions, transactions, and issues using our internal systems and tools. Generate reports to track customer satisfaction metrics and identify trends for continuous improvement. Maintain daily fulfillment reports and track returns and memos from suppliers.

Continuous Improvement: Identify areas for process improvement and provide feedback to your team lead or manager. Contribute to the development and implementation of customer service strategies to enhance customer satisfaction and loyalty.

Qualifications and Skills:

· Proven experience in customer service, preferably IT Sector.

· Excellent communication skills, both written and verbal, with a strong customer-centric approach.

· Problem-solving skills with the ability to think critically and find creative solutions.

· Attention to detail and ability to manage multiple tasks in a fast-paced environment.

· Proficiency in using customer service software, email, and basic office applications.

· Strong interpersonal skills and ability to work effectively within a team.

· Must be good at MS Excel, Outlook.

Job Type: Full-time

Pay: Rs50,000.00 - Rs70,000.00 per month

Work Location: In person