E-Commerce Customer Service Representative

Title: E-Commerce Customer Service Representative

Industry: Retail Apparel and Fashion

Location: Philippines (Remote)

Position Status: Full-time

Working Hours: Monday – Friday, EST time zone

About the Job:

We are seeking a dedicated and customer-focused E-commerce Customer Service Representative to manage our online business and ensure a seamless shopping experience for our customers. This remote role involves handling customer inquiries, processing orders, and returns, and providing exceptional service through our e-commerce platform.

Duties and Responsibilities:

• Serve as the primary point of contact for customers shopping on our website, addressing inquiries and concerns with professionalism and efficiency.
• Respond to customer requests via phone and email, providing knowledgeable support regarding products, orders, shipping, and returns.
• Assist customers with order placement, payment issues, and troubleshooting any website-related concerns.
• Guide customers through the online return portal, assisting with return requests, tracking, and resolution of return-related issues.
• Liaise with logistics to ensure timely order fulfillment and delivery.
• Monitor and manage customer interactions through our e-commerce platform and CRM tools.
• Follow up on orders and communicate effectively with customers, Sales Representatives, and internal teams.
• Maintain accurate customer records by updating account information in our CRM system.
• Resolve product or service issues by identifying problems, recommending solutions, and ensuring proper follow-up.
• Collect and analyze customer feedback to help improve the online shopping experience and provide management insights.
• Stay informed about product updates, promotions, and company policies to provide accurate customer support.
• Contribute to team goals by supporting additional tasks as needed.

Requirements:

• Minimum 2+ years of customer service experience, preferably in the fashion industry or e-commerce.
• Experience handling online orders, website inquiries, and e-commerce customer support.
• Strong sales skills, with the ability to recommend alternatives and solutions to customers.
• Quick learner with the ability to absorb brand history, product knowledge, and marketing programs.
• Exceptional written and verbal communication skills, with professional phone etiquette and an elevated speech style.
• Fluent in English, both written and spoken.
• Detail-oriented with a strong emphasis on accuracy.
• Adaptable to change, with the ability to train and/or learn new processes.
• Proficient in Microsoft Word, Excel, Outlook, and Internet Explorer, TEAMS, with experience using e-commerce platforms and CRM tools.
• Strong team player with excellent collaboration skills.
• Experience with Visual 2K is an asset.