Customer Service Excellence Specialist
1 day ago
We seek a skilled and tech-savvy customer service professional to support our eCommerce subscription business.
This role demands exceptional leadership abilities, extensive experience in customer service management, and a solid understanding of eCommerce operations.
Responsibilities:- Identify and resolve systemic customer issues.
- Deliver prompt, professional, and effective support via email and chat.
- Troubleshoot technical and functional issues related to website performance, account management, subscriptions, orders, and payments.
- Maintain comprehensive product knowledge and internal processes.
- Oversee order fulfillment with precision, timeliness, and attention to detail.
- Utilize tools such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer inquiries.
- Contribute to help center articles and FAQs for self-service options.
- Stay informed about product updates to provide accurate support.
- Collaborate with cross-functional teams to align strategies.
- Handle confidential information with discretion.
- Manage high-pressure customer interactions professionally.
- Bachelor's degree in Business Administration or Communications.
- Minimum 5 years of customer service management experience.
- Proven expertise in customer support with preference for eCommerce experience.
- Exceptional technical aptitude with adaptability to new tools.
- Proficiency in Shopify, Recharge, and Gorgias CRM.
- Advanced skills in Google Workspace and Microsoft Office Suite.
- Experience leveraging data analytics to monitor performance.
- Strong problem-solving and strategic thinking abilities.
- Commitment to delivering exceptional customer experiences.
- Ability to work independently while fostering team collaboration.
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