38732869186 - Customer Care Specialist ( E-commerce)

About the role

Under direct supervision, the Customer Care Support Advocate provides support and assistance to a global customer base across a variety of platforms including web submission and social media. As a Customer Care Support Advocate, your role is to support the Customer Care Team while working to maintain positive relationships between departments and servicing the needs of the customer. You must be an effective communicator and a multitasking guru. Primary responsibilities include claims processing, agent account inquiries, escalated issues, and other one-off tasks as needed

Time Schedule

9 AM - 5 PM PST , Monday - Friday

Responsibilities

• Consistently provide quick, thorough, and meaningful interactions to customers through a variety of platforms including email, web submission, and social media
• Use different systems / software as needed to complete the tasks, such as Salesforce, Shopify, HighJump, etc.
• Respond and resolve a variety of issues using our CRM while providing a high level of service in a timely manner.
• Communicate with all teams to reach the best solution for new issues and/or problems that arise.
• Assist customers to resolve their issues, including but not limited to: credits, refunds, returns, order problems, missing / damaged items, shipping / tracking, claims, inventory, sizing, feedback / complaints as necessary.
• Handle communications between transport companies and internal teams to ensure successful claim processing.
• Resolving higher tier level issues that are escalated from other agents.
• Depending on the company needs and scheduling, step in to resolve other customer related issues, including but not limited to: using email services, upselling, assisting with training, offering feedback, or responding / resolving reviews and complaints as needed.
• Support other customer care center locations by answering questions, resolving issues, or assisting with training.
• Assist the Warehouse Teams with locating and supplying missing customer information requests.
• Work collaboratively with other agents to achieve key performance metrics and reach goals.
• Demonstrate accountability for daily performance (i.e. AHT, FCR, CSAT, occupancy, adherence, and attendance).
• Use available knowledge / training tools to maintain proficiency across all channels and assigned skills.
• Complete special projects as requested by the management team.
• Any other duties assigned by management.

• Minimum six (6) months - one (1) year of previous customer service, contact center, e-commerce, or retail experience.
• High School Diploma or equivalent.
• Customer service experience is a must.
• Familiarity with contact center metrics, scorecards, and KPI’s.
• Customer centric attitude with stellar quality attributes in tone/demeanor/critical thinking.
• Experience using online software applications and services.
• Familiarity with CRM Tools, such as Salesforce.
• High ability to work efficiently and quickly without a lack of superior quality.
• Exceptional attention to detail and quality control.
• Ability to work autonomously to organize and prioritize workload in a dynamic environment.
• Effective communication and interpersonal skills.
• Work both independently and as part of a team in a fast-paced multi-tasking environment.
• Flexible thinker, that is able to adapt and customize responses to customers.
• Ability to work with direct supervision, and work well with others at all levels in the organization.
• Typing WPM: 35 or above
• Commit to a mandatory additional hours of work per week during high demand season
• Being flexible to work both weekdays and weekends