E-commerce Customer Service

E-commerce Customer Service 

Responsibilities

• Create and deliver an engaging experience for customers through multi-channel support.
• Excellent problem solving skills, the ability to overcome obstacles and provide all customer issues with a positive, friendly, and thoughtful demeanor.
• Poise and confidence to provide experiential customer focus. Demonstrate enthusiasm for products and brand culture, as well as engaging in product knowledge trainings to assist with personal shopping for customers.
• Friendly and calm disposition, ability to diffuse conflict with a positive attitude.
• Superior oral and written communication skills, ability to interact professionally in live customer service situations.
• Strong computer skills, ability to quickly learn how to navigate various software programs.
• Ability to multi-task in a fast paced environment.
• Investigate customer concerns about product depictions online, such as inaccurate images or product descriptions and making corrections as needed.
• Assist in technical support with website problems, including talking customers through any difficulties, placing orders over the phone when necessary and creating tickets with web developers for recurring technical issues.
• Maintain customer service log, tracking all incoming inquiries and detailing out customer requests, fit problems, product defects, shipping errors, etc.
• Maintain and possess a working knowledge of all digital systems including Ecommerce platform and customer service software.
• Respond to all phone calls and emails in a timely manner.
• Timely communication with shipping vendors to investigate issues, including but not limited to lost or missing packages, file claims, and international shipping.
• Manage all online returns and exchanges as well as process online phone orders.
• Be knowledgeable about style and fit questions, as well as product inquiries and general customer issues.
• Adhere to policies while keeping customers happy.

Skill Set Requirements

• Ability to multi-task and prioritize, creative problem solving, organization, strong verbal and written communication skills.
• Excellent troubleshooting and conflict resolution skills.
• Proficient Microsoft Office skills.
• Proficient in Shopify
• Preferred if basic knowledge in Coding

Minimum Qualifications

• Bachelor’s degree in Fashion, Merchandising or related field.
• 1-2 years of customer service experience 
• Ability to work a flexible schedule to include weekend availability and increased hours during holiday seasons.

Preferred Qualifications

• 2+ years experience working in a fast-paced retail Ecommerce environment.
• Familiarity with Shopify, Zendesk, LiveChat, and/or Olark. But remains open.