Customer Support Executive

Job Summary:

We are seeking a highly motivated and customer-centric Customer Support Specialist with proven experience in the e-commerce industry. The ideal candidate will be responsible for providing exceptional support to our customers across various channels, resolving inquiries efficiently, and ensuring a positive customer experience. You will be a vital link between our customers and our company, contributing to customer satisfaction and loyalty.Responsibilities:

● Provide Excellent Customer Support:

○ Respond promptly and accurately to customer inquiries via email, phone, chat and social media.○ Resolve customer issues related to orders, shipping, returns, refunds, production formation, and account management.

○ Proactively identify and address potential customer concerns.

Maintain a professional and empathetic tone in all customer interactions.

● E-commerce Expertise:○ Demonstrate a strong understanding of e-commerce processes, including order fulfilment, payment processing, and shipping logistics.

○Troubleshoot and resolve technical issues related to the online store and customer accounts

.○ Stay up-to-date on product information, promotions, and company policies.

● Order Management:○ Assist customers with order tracking, modifications, and cancellations.○ Process returns, exchanges, and refunds accurately and efficiently.

○ Investigate and resolve order discrepancies.

● Customer Relationship Management (CRM):

○ Maintain accurate and detailed records of customer interactions in the CRM system.

○ Identify trends in customer feedback and report them to the relevant teams.

○ Contribute to the development of customer support resources and FAQs.

● Collaboration and Communication:○ Collaborate with other departments (e.g., sales, marketing, logistics) to resolve customer issues.

○ Provide clear and concise communication to customers and internal teams.

○ Escalate complex issues to senior support staff or management as needed.

● Performance Metrics:

○ Meet or exceed established performance metrics, such as response time, resolution time, and customer satisfaction scores.

○ Contribute to the ongoing improvement of customer support processes.Qualifications:

● Minimum of 1 years of experience in customer support, preferably in the e-commerce industry.

● Proven ability to provide exceptional customer service in a fast-paced environment.

● Strong understanding of e-commerce platforms and processes.

● Excellent written and verbal communication skills.

● Proficiency in using CRM software and other customer support tools.

● Strong problem-solving and analytical skills.

● Ability to multitask and prioritise tasks effectively.

● Positive attitude and a customer-centric mindset.

● Ability to work independently as well as part of a team.

● Familiarity with common e-commerce platforms like Shopify, or similar is a plus.

Preferred Qualifications:

● Experience with [Shopify, help desk software, or other relevant tools].

● Experience with social media customer support.

● Multilingual abilities.