Role Overview:

As a Customer Support Specialist, you will play a vital role in ensuring customer satisfaction by addressing inquiries, resolving issues, and providing support through various communication channels. Your expertise in e-commerce and your ability to work independently will contribute to the success of our online platform and enhance the overall customer experience.

Job Functions/Responsibilities

• Respond promptly to customer inquiries via email, chat, and phone, providing accurate and helpful information about products, orders, shipping, and returns.
• Resolve customer issues and complaints efficiently and professionally, demonstrating empathy and a commitment to customer satisfaction.
• Assist customers with order placement, payment processing, and navigating the online platform to ensure a seamless shopping experience.
• Monitor and track customer interactions and inquiries, ensuring timely follow-up and resolution of open tickets.
• Collaborate with internal teams, including logistics, warehouse, and IT, to address customer concerns and improve processes.
• Provide feedback and insights to management based on customer interactions to help improve products, services, and overall customer experience.
• Stay informed about product updates, promotions, and company policies to accurately assist customers and address inquiries.
• Maintain a positive and customer-centric attitude while handling a high volume of inquiries and multitasking effectively.
• Adapt to changes in workflow and priorities to meet business needs and maintain service level agreements.
• Flexibility to start within 2 weeks and work on location in Victoria Island as required.

Requirements/Qualifications

• HND/BSc degree holder in any field.
• Minimum of 3 years of experience in customer support or related roles within the e-commerce industry.
• Strong understanding of e-commerce platforms, online shopping processes, and customer service best practices.
• Excellent communication skills, both written and verbal, with a professional and courteous demeanor.
• Ability to work independently and efficiently without direct supervision, while also being a collaborative team player.
• Proficient computer skills, including experience with CRM software, email management, and Microsoft Office Suite.
• Detail-oriented with strong problem-solving and organizational skills.
• Customer-focused mindset with a dedication to providing exceptional service and resolving customer issues.
• Willingness to learn and adapt to new technologies and processes in a fast-paced environment.
• Commitment to meeting deadlines and exceeding customer expectations.