Specialist, Customer Service (3 months)

JOB BRIEF

• The Specialist, Customer Support is responsible for handling partners, customers, members, inquiries and complaints, provides appropriate solutions and alternatives within the set time frame, & ensures an exceptional customer experience across all interactions by identifying opportunities to enhance satisfaction.

JOB RESPONSIBILITIES

• Manage member interactions across phone, email, live chat, and social media, ensuring timely and quality customer service.
• Maintain accurate records of member concerns, transactions, feedback, and resolutions for effective follow-up.
• Engage with members proactively through personalized recommendations, suggestive selling, promotions, and exclusive offers.
• Handle member retention efforts by addressing cancellation concerns and providing alternative solutions.
• Develop and execute outbound customer engagement initiatives, including follow-ups, satisfaction surveys, upselling, and retention campaigns.
• Monitor and analyze key performance metrics such as response time, customer satisfaction, call volume, conversion rates, and productivity.
• Collaborate with Ecommerce, Merchants, and Operations & Logistics teams to resolve customer concerns, improve workflows, and enhance overall member experience.

JOB QUALIFICATIONS

• Bachelor's degree required, Marketing, Industrial Engineering, Business Administration
• Minimum of 3+ years prior experience handling E-COMMERCE or RETAIL accounts as a CSR (local or international).
• Familiarity in Shopify, Gorgias, Excel and Google Sheets for data management.
• Adequate communication skills (both verbal and written).
• Previous experience in customer experience or customer service role is an advantage.
• The ability to work independently and as part of a team drives customer satisfaction and loyalty.
• Have a customer-first mindset with an empathic approach to problem-solving.
• Professional, personable and someone who is organized, meticulous to details and adaptable.