E-commerce Support Specialist

1 week ago


Jersey City, New Jersey, United States What Goes Around Comes Around Full time

Overview:

As an E-commerce Support Specialist at What Goes Around Comes Around, you will be instrumental in delivering exceptional service to our customers throughout their online shopping experience. Your primary duties will involve addressing customer inquiries, resolving concerns, and assisting with orders, returns, and general questions.

Key Responsibilities:

  • Ensure consistent quality in customer service across all communication channels, providing customers with accurate and timely information.
  • Respond promptly to customer inquiries and feedback via phone, email, and live chat, maintaining a professional demeanor.
  • Handle incoming calls to deliver outstanding customer support.
  • Investigate and resolve customer complaints to foster retention and satisfaction.
  • Clarify customer issues, identify the root cause, select the most effective solution, expedite corrections, and follow up to confirm resolution.
  • Collaborate with other departments to ensure effective problem resolution and work alongside fellow customer service team members to enhance customer satisfaction.
  • Skillfully manage basic customer inquiries and assist in converting prospects into sales while turning challenges into solutions.
  • Contribute to the maintenance and utilization of the company's CRM platform, Salesforce.
  • Monitor and report on customer experiences based on interactions and behaviors.
  • Ensure compliance with company web policies and communicate these internally and externally.
  • Assist with the eCommerce return process, ensuring timely processing of returns and issuance of refunds.
  • Maintain an organized workflow according to established priorities.

Qualifications:

  • Demonstrated proficiency in digital platforms and the ability to manage a dashboard of communications and open cases effectively.


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