100% fashion Staff with care

E-commerce Customer Service

Miami, FL 33155

Posted: 12/18/2020 Job Category: Customer Service, E-commerce Job Number: 161935

Job Description

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.

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