E-commerce Customer Service Representative - Sheffield, United Kingdom - BTC Workwear and Merchandise

BTC Workwear and Merchandise

Verified Company

Sheffield, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Position Overview:

As an E-commerce Customer Service Representative, you will play a vital role in ensuring a positive and seamless experience for customers engaging with our online platform.

Your responsibility is to address customer inquiries, resolve issues, and provide exceptional support to enhance customer satisfaction and loyalty.

Responsibilities:

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Customer Interaction:

Provide accurate and detailed information about products, services, and order status.
Assist customers in navigating the website, placing orders, and troubleshooting any issues.

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Order Management:

Process and track customer orders, ensuring accuracy and timely delivery.
Collaborate with the warehouse and logistics teams to address shipping and delivery concerns.
Handle order cancellations, modifications, and returns following established procedures.

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Issue Resolution:

Investigate and resolve customer complaints, concerns, and escalations.
Collaborate with other departments to resolve complex issues and provide timely solutions.
Identify recurring issues and work towards implementing preventive measures.

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Product Knowledge:

Stay informed about product features, specifications, and updates.
Assist customers in making informed purchasing decisions by providing detailed product information.
Collaborate with the marketing team to communicate promotions and product launches.

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Communication:

Communicate effectively with customers, ensuring clarity and professionalism.
Provide proactive updates on order status, shipping delays, and backorders.
Collaborate with the marketing and sales teams to share customer feedback and insights.

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Documentation:

Maintain accurate and detailed records of customer interactions and resolutions.
Document common issues and contribute to the creation of a comprehensive knowledge base.

Requirements:

Proven experience in customer service, preferably in an ecommerce environment.
Excellent communication skills, both written and verbal.
Strong problemsolving abilities and a customerfocused mindset.
Familiarity with ecommerce platforms and order management systems.
Ability to work in a fastpaced environment and handle multiple tasks simultaneously.
Basic knowledge of products, services, and industry trends.
Proficiency in using customer service software and tools.
Flexibility to work weekends, holidays, or evenings as needed.

Benefits: