We are seeking a detail-oriented and customer-focused eCommerce Customer Service Representative to join our team. You will be responsible for providing exceptional support to online customers by responding to inquiries, resolving issues, and ensuring a smooth post-purchase experience. The ideal candidate is a great communicator, tech-savvy, and passionate about delivering outstanding service in a fast-paced digital retail environment.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via email.
• Assist customers with order placement, shipping updates, returns, exchanges, and product questions.
• Resolve complaints and issues efficiently while maintaining a positive customer experience.
• Monitor and manage orders through the eCommerce platform and ERP systems.
• Collaborate with internal teams (warehouse, logistics, product) to troubleshoot and resolve customer concerns.
• Track customer feedback and escalate recurring issues to management.
• Maintain detailed records of customer interactions in the CRM system.
• Stay up to date on product knowledge, promotions, and policies.
• Identify opportunities to improve customer satisfaction and streamline support processes.

Requirements:

• High school diploma or equivalent (Associate's or Bachelor's degree preferred).
• 1+ years of customer service experience, preferably in eCommerce or retail.
• Excellent written and verbal communication skills.
• Proficiency in using eCommerce platforms (e.g., Shopify, Magento, BigW), help desk tools (e.g., Zendesk, eDesk, Freshdesk), and CRMs.
• Strong problem-solving skills and a calm, empathetic approach to customer issues.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Basic knowledge of order fulfillment, shipping processes, and returns management.