Online Customer Service

vor 17 Stunden

Berlin, Berlin, Deutschland Zenlith Vollzeit 35.000 € - 55.000 € pro Jahr

Role Description

The Online Customer Service Representative is responsible for delivering exceptional customer support through digital channels, including email, live chat, and social media platforms. This role focuses on resolving customer inquiries, processing requests, and providing accurate information about products or services to enhance customer satisfaction and brand loyalty. The ideal candidate is empathetic, detail-oriented, and tech-savvy, capable of managing multiple online interactions while maintaining a professional and customer-focused demeanor.

Key Responsibilities

  • Respond promptly and professionally to customer inquiries via online platforms such as email, chat, and social media.
  • Provide accurate product, service, and policy information to assist customers effectively.
  • Resolve customer complaints and issues efficiently, escalating complex cases to the appropriate team when necessary.
  • Process orders, returns, refunds, and exchanges in accordance with company procedures.
  • Maintain detailed records of customer interactions and feedback using CRM or support systems.
  • Monitor customer satisfaction levels and provide insights to improve online support quality.
  • Collaborate with internal teams such as logistics, sales, and marketing to ensure seamless customer experiences.
  • Identify recurring issues and suggest process improvements or digital solutions.
  • Support online sales initiatives by guiding customers through website navigation or purchase processes.
  • Follow communication guidelines, tone, and brand voice consistently across all digital interactions.
  • Track and report on performance metrics, including response times, resolution rates, and customer satisfaction scores.
  • Stay updated on product developments, promotions, and company policies to provide accurate support.

Qualifications

  • High school diploma or equivalent; Bachelor's degree in Business, Communications, or a related field preferred.
  • 1–3 years of experience in online customer service, e-commerce support, or related customer-facing roles.
  • Excellent written and verbal communication skills with a clear, friendly, and professional tone.
  • Strong problem-solving and conflict-resolution abilities in a digital communication environment.
  • Proficiency with CRM systems and customer service tools (e.g., Zendesk, Salesforce, Freshdesk).
  • Familiarity with e-commerce platforms and order management systems.
  • Ability to multitask and manage several customer interactions simultaneously.
  • Strong organizational skills and attention to detail.
  • Positive attitude, patience, and empathy when dealing with customers.
  • Ability to work effectively in remote or hybrid environments.
  • Flexibility to work in shifts, weekends, or holidays as required by business operations.
  • Commitment to providing outstanding customer service and maintaining company reputation.

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