Job Description:
We are seeking a highly motivated and customer-focused individual to join our team as an Associate Ecommerce Customer Service representative. In this role, you will be responsible for handling inbound and outbound calls to support our ecommerce operations. Your primary objective will be to provide exceptional customer service and ensure customer satisfaction through effective communication and problem-solving.
Responsibilities:
Handle inbound customer inquiries via phone, email, and chat related to ecommerce orders, product information, shipping, returns, and general inquiries.
Make outbound calls to customers regarding order updates, delivery confirmations, and resolving any issues or concerns.
Provide accurate and timely information to customers while maintaining a high level of professionalism and empathy.
Effectively resolve customer complaints or concerns by identifying the root cause, escalating issues as necessary, and ensuring a satisfactory resolution.
Utilize CRM software and other tools to document customer interactions, track inquiries, and maintain customer records.
Collaborate with cross-functional teams including logistics, warehouse, and sales to ensure seamless order processing and delivery.
Stay up to date with product knowledge, promotions, and company policies to provide accurate information to customers.
Identify opportunities to enhance the customer experience and make recommendations for process improvements.
Meet individual and team targets for customer satisfaction, response time, and call quality.
Maintain a positive and professional attitude while adhering to company guidelines and policies.
Requirements:
High school diploma or equivalent; bachelor's degree preferred.
Proven experience in a customer service role, preferably in an ecommerce or retail environment.
Excellent verbal and written communication skills with a strong command of the English language.
Experience in handling inbound and outbound calls in a professional manner.
Proficiency in using CRM software and other customer support tools.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Strong problem-solving skills with the ability to think analytically and make sound decisions.
Ability to work independently as well as collaboratively within a team.
Demonstrated empathy and patience when dealing with customer concerns or complaints.
Flexibility to work in shifts, including evenings, weekends, and holidays if required.
Note: This job description is not intended to be all-inclusive. The associate may be required to perform other related duties as assigned to meet the ongoing needs of the organization.
We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth within our dynamic and rapidly expanding company. If you are passionate about delivering exceptional customer service and thrive in a fast-paced ecommerce environment, we encourage you to apply.
Job Type: Full-time
Salary: ₹30,000.00 - ₹40,000.00 per month
Benefits:
Schedule:
Supplemental pay types:
Ability to commute/relocate:
- Delhi, Delhi: Reliably commute or planning to relocate before starting work (Required)
Experience:
- E-commerce: 1 year (Preferred)
- total work: 1 year (Preferred)
Work Location: One location
