Ecommerce Customer Support Specialist

vor 1 Monat

Gelsenkirchen, Nordrhein-Westfalen, Deutschland DTC Jobs Vollzeit
Customer Support Agent Job Description

We're seeking a skilled Customer Support Agent to join our team at DTC Jobs. As a Customer Support Agent, you will be responsible for providing exceptional customer service to our clients, ensuring their needs are met and exceeded.

Responsibilities:
  • Respond promptly to customer inquiries via various channels, including email, chat, phone, and social media.
  • Assist customers with placing orders, tracking shipments, processing returns, and handling payment issues.
  • Resolve product or service problems by clarifying customer complaints, determining the cause of the problem, and selecting the best solution.
  • Troubleshoot issues related to account management, order discrepancies, and product information.
  • Escalate unresolved issues to the appropriate internal teams when necessary.
  • Maintain a positive and empathetic attitude towards customers at all times.
  • Update customer records in the CRM system and ensure accurate tracking of all interactions.
  • Collaborate with other departments such as Sales, Warehouse, and Marketing to resolve customer concerns and provide timely solutions.
  • Stay informed about new products, services, and promotions to provide accurate and relevant information to customers.
  • Contribute to team goals by meeting individual and department service targets such as response time, resolution rate, and customer satisfaction.
Qualifications:
  • High school diploma or equivalent; a degree in Customer Service or a related field is a plus.
  • 1-2 years of experience in customer service, preferably in an e-commerce or retail environment.
  • Strong communication and interpersonal skills with a focus on delivering excellent customer service.
  • Familiarity with CRM software and customer service platforms (e.g., Zendesk, Freshdesk) is a plus.
  • Ability to multitask and prioritize effectively in a fast-paced environment.
  • Problem-solving skills and the ability to work both independently and as part of a team.
  • Basic knowledge of e-commerce platforms and order processing systems is preferred.
  • A customer-first mentality with a strong focus on empathy and service excellence.

Benefits:

We offer a range of benefits to our employees, including:

  • Extensive network of +200 DTC brands, providing exposure to state-of-the-art strategies, tactics, and processes in the DTC space.
  • Verified companies, ensuring secure and legitimate opportunities.
  • Secure payments, verified through us to protect against scams.
  • Direct talent matching, cutting down the lengthy process of hunting for a job.
  • Community and networking opportunities, granting continued access to connections for limitless networking opportunities.
  • Retention program, ensuring long-term relationships with our clients for further growth and more.

Working with DTC Jobs will be more than just getting a job; it's like landing into an ecosystem that ensures your long-term success in the DTC world.

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