Title: E-Commerce Customer Service Representative
Industry: Retail Apparel and Fashion
Location: Philippines (Remote)
Position Status: Full-time
Working Hours: Monday – Friday, EST time zone
About the Job:
We are seeking a dedicated and customer-focused E-commerce Customer Service Representative to manage our online business and ensure a seamless shopping experience for our customers. This remote role involves handling customer inquiries, processing orders, and returns, and providing exceptional service through our e-commerce platform.
Duties and Responsibilities:
- Serve as the primary point of contact for customers shopping on our website, addressing inquiries and concerns with professionalism and efficiency.
- Respond to customer requests via phone and email, providing knowledgeable support regarding products, orders, shipping, and returns.
- Assist customers with order placement, payment issues, and troubleshooting any website-related concerns.
- Guide customers through the online return portal, assisting with return requests, tracking, and resolution of return-related issues.
- Liaise with logistics to ensure timely order fulfillment and delivery.
- Monitor and manage customer interactions through our e-commerce platform and CRM tools.
- Follow up on orders and communicate effectively with customers, Sales Representatives, and internal teams.
- Maintain accurate customer records by updating account information in our CRM system.
- Resolve product or service issues by identifying problems, recommending solutions, and ensuring proper follow-up.
- Collect and analyze customer feedback to help improve the online shopping experience and provide management insights.
- Stay informed about product updates, promotions, and company policies to provide accurate customer support.
- Contribute to team goals by supporting additional tasks as needed.
Requirements:
- Minimum 2+ years of customer service experience, preferably in the fashion industry or e-commerce.
- Experience handling online orders, website inquiries, and e-commerce customer support.
- Strong sales skills, with the ability to recommend alternatives and solutions to customers.
- Quick learner with the ability to absorb brand history, product knowledge, and marketing programs.
- Exceptional written and verbal communication skills, with professional phone etiquette and an elevated speech style.
- Fluent in English, both written and spoken.
- Detail-oriented with a strong emphasis on accuracy.
- Adaptable to change, with the ability to train and/or learn new processes.
- Proficient in Microsoft Word, Excel, Outlook, and Internet Explorer, TEAMS, with experience using e-commerce platforms and CRM tools.
- Strong team player with excellent collaboration skills.
- Experience with Visual 2K is an asset.
