Customer Service Representative, E-Commerce

Job Title: E-commerce Customer Service Representative

Position Overview: Offer Accept is seeking a customer-focused E-commerce Customer Service Representative for a scenting products manufacturer and distributor in North Miami. In this role, you will provide exceptional support by addressing customer inquiries, assisting with orders, offering product details, and resolving issues related to purchases. Your goal will be to ensure a positive and efficient shopping experience for our customers across multiple communication channels.

Key Responsibilities: ? Customer Inquiries:

Respond to customer queries across various platforms (email, live chat, phone, and social media) in a courteous, efficient, and professional manner.
? Order Assistance:

Guide customers through the order process, including placing, modifying, and canceling orders, as well as assisting with any issues related to their purchases.
? Product Information:

Offer clear and accurate information about products to help customers make informed purchasing choices.
? Returns & Exchanges:

Manage customer requests for returns and exchanges, ensuring that all actions comply with company policies and are processed smoothly.
? Problem Resolution:

Address customer concerns and complaints effectively, resolving issues as needed or escalating them to management when appropriate.
? Shipping & Delivery:

Track customer orders and provide updates on delivery status, including any potential delays or issues related to shipping.
? Customer Feedback:

Gather valuable feedback from customers and share insights with relevant teams to help enhance the customer experience.
? CRM Management:

Maintain up-to-date customer records in the company?s CRM system, ensuring all interactions and orders are logged accurately.
? Product Knowledge:

Continuously update your knowledge of our products, promotions, and policies to offer the most helpful assistance to customers.
? Team Collaboration:

Work closely with other departments such as marketing, fulfillment, and returns to ensure smooth operations and high levels of customer satisfaction.
? Follow-up:

Ensure that customers are satisfied with their issue resolutions, and follow up to confirm that they have received the best possible service.

Skills & Qualifications: ? High school diploma or equivalent required (Associate?s degree or higher preferred). ? Experience in customer service, preferably in an e-commerce or retail setting. ? Strong verbal and written communication skills. ? Ability to resolve issues efficiently and maintain composure in high-pressure situations. ? Excellent multitasking abilities and time management in a fast-paced environment. ? Familiarity with e-commerce platforms (e.g., Shopify, Amazon, Meta) is an asset. ? Experience with CRM systems (e.g., Zendesk, Freshdesk, Gorgias) is beneficial. ? Tech-savvy with solid knowledge of online order processing systems. ? A friendly and empathetic attitude with a focus on customer satisfaction. ? High attention to detail, ensuring accurate and complete records and order information.

Working Conditions:
This is a full-time, office-based position, requiring 40 hours per week, with some rotating Saturday shifts.

Compensation and Schedule:
? $18 an hour for training and pay increase based on performance and commission
? Mon-Fri 8:30AM-5PM, One Sat a month 11:00AM-4:00PM, 40 hrs. a week in total

Job Type: Full-time

Pay: From $18.00 per hour

Expected hours: 40 per week

Benefits:
? Dental insurance
? Health insurance
? Paid time off
? Vision insurance

Shift:
? Day shift

Ability to Commute:
? North Miami, FL 33181 (Required)

Work Location: In person

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