Job details

Customer Service Specialist II

iHerb is looking for a Customer Service Specialist II to serve as the primary liaison for addressing company/customer inquiries, product-related questions, and order status, delivering service that surpasses expectations.

Skills

Strong interpersonal skills.
Excellent verbal and written communication abilities.
Effective listening skills.
Proficient in problem analysis and innovative problem-solving.

Responsibilities

Engage directly with customers through various communication channels such as email, chat, and social media.
Collaborate with warehouse and logistics partners to resolve inquiries and manage exceptions.
Provide prompt responses to all customer inquiries.
Gather and assess relevant information to effectively address inquiries and manage complaints.
Successfully resolve customer complaints while maintaining professionalism.
Manage customer accounts, ensuring accurate documentation of interactions and actions taken.
Facilitate effective communication and coordination among internal departments.
Initiate follow-ups on customer interactions for enhanced service.
Process Return Merchandise Authorizations (RMAs) as required.
Escalate customer concerns for timely and satisfactory resolution.