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Ecommerce Customer Service Specialist

2 months ago

Chino, United States Contixo Inc Full time $18 - $20
Job DescriptionJob DescriptionContixo is looking for an experienced Customer Service Representative to join our team. Candidates will have outstanding customer service skills and technical support abilities. Our customer service specialists interact with our customers through inbound calls, chats, and emails each day. Responsibilities may include processing a refund/return, troubleshooting, or technical support.

This position gives opportunity to maximize potential sales opportunities, convert negative experiences into positive experiences, manage marketplace accounts including customer feedback and product reviews, as well as supporting our customers with technical questions.

This position will also assist in warehouse as needed for shipping tasks such as creating shipping labels and preparing for shipments. Experience with ShipStation is preferred.

Who Are We Looking For:
  • Fluent in English, Bilingual is preferred but not required
  • 3+ years' E-commerce customer service experience
  • Excellent communication skills, both written and verbal.
  • Experience on social media outlets such as Facebook groups
  • Ability to work calmly with escalated customer issues
  • Zendesk experience highly preferred
  • Experience with Amazon Seller Central and Walmart.com marketplaces.
  • Knowledge of Amazon policies including Seller Performance metrics are highly desired
  • Advanced computer skills (MS Office - Word, Excel, etc.)
  • Good problem-solving skills
  • Ability to work effectively, independently or in a team environment.
  • Strong motivation to grow within the company
  • Willingness to learn new things.
  • Experience of managing positive/negative Feedback and Reviews on Amazon is required.
  • Experience in Consumer goods/Consumer Electronics is Preferred
General Responsibilities:

  • Provide customer services and tech support to the customers
  • Review all online review and feedback comments and categorize dissatisfaction drivers by product.
  • Process returns and create defect reports, and work with RMA liaison to prioritize issues.
  • Respond to negative reviews at the retailer sites using the Contixo official badge.
  • Create weekly/monthly reports about customer dissatisfaction drivers to be shared with internal teams.
  • Reach out to customers to request reviews, post on Social Media for giveaway program and response to the inquires
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