Ecommerce Customer Experience Specialist

1 week ago

Rawalpindi Cantonment, Pakistan beBee Careers Full time

We are seeking a highly skilled and customer-focused Ecommerce Chat and Call Expert to join our team. In this role, you will be the first point of contact for our online customers, handling inquiries, resolving complaints, processing orders, and providing a seamless shopping experience via phone and other communication channels.

Key Responsibilities:
  • Customer Support: Respond to customer inquiries via live chat, emails, or messaging systems in a timely and professional manner.
  • Problem Solving: Identify customer issues, troubleshoot problems, and provide effective solutions or escalate to the appropriate department when needed.
  • Product Knowledge: Stay informed about the company's products, services, and policies to offer accurate information and guidance.
  • Documentation: Record and track customer interactions, feedback, and any follow-up actions in the system.
  • Maintaining Quality Standards: Ensure all communication adheres to the company's tone of voice, quality standards, and service level agreements (SLAs).
  • Personalized Service: Offer personalized assistance based on customer needs and provide recommendations or upsell products where appropriate.
  • Collaboration with Teams: Work closely with other teams (sales, technical support, etc.) to ensure seamless customer experience and resolution of issues.
  • Continuous Improvement: Suggest improvements based on customer feedback to enhance the customer support process.
Requirements:
  • Communication Skills: Strong written communication skills with the ability to express ideas clearly and concisely.
  • Customer-Oriented: A passion for helping customers and a positive, patient demeanor.
  • Problem-Solving: Ability to think critically and resolve customer concerns in a calm and efficient manner.
  • Time Management: Ability to manage multiple chats simultaneously while maintaining high service levels.
  • Technical Proficiency: Familiarity with live chat tools, CRM software, and basic troubleshooting.
  • Attention to Detail: Accurately document customer issues and solutions provided.
  • Adaptability: Ability to adjust to changing customer needs and company processes.
Preferred Qualifications:
  • Experience in a customer service or chat-based support role.
  • Familiarity with customer relationship management (CRM) software or live chat platforms.
  • Knowledge of the industry or products being supported.
Benefits:
  • Incentive Bonus
  • Leaves
  • Transport

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