Customer Service associate/executiveVivanti

eCommerce Customer Service Executive
Job Description
As an e-commerce customer service you are responsible for providing excellent customer service, encouraging customers to purchase products and assisting customers with their order or shipment concerns via multiple communications touchpoints.
Job Objective
To contribute to sales achievement by providing excellent customer service:
Timely and accurate responses to queries
Speedy and appropriate resolutions
Real human interactions with customers
Responsibilities:
Listen to customers queries and concerns and communicate effectively via email, chat, phone call, video call or social media
Review customer history: communications, account, orders/transactions, etc.
Contribute to sales achievement by
providing appropriate information to customers regarding the brand, products, services and store policies
Make appropriate product recommendations in order to sell, upsell, link sell or by offering active promotions
Achieve customer satisfaction and retention by resolving customer complaints gracefully and according to store/brand guidelines/policies
Ensure customer complaints are fully resolved
Escalating customer concerns to supervisors as necessary
Master assigned brand-store information: brand, products, services, policies and customer service policies, procedures and guidelines.
Contribute to the documentation for Brand/store specific Customer Service processes.
Verify and process returns, refunds, replacements and exchanges according to store/brand guidelines
Manage customer query or complaint handovers effectively when handing over customers to brand-client or other team members and when receiving customers from clients or other team members
Contribute to developing customer service tools, processes and policies for assigned brands/stores
Monitor and achieve target Customer Service KPIs and alert supervisors as appropriate
Contribute to sales achievement by working closely with the order management team, inventory team, customer service team, finance team, technology team and delivery partners.
Contribute to operations excellence and improvement by identifying gaps and recommending solutions.
Be a knowledge and task resource for the company for all things Customer Service and assigned brand/store specific guidelines
Submit accurate reports on time.
Qualifications:
Must be able to demonstrate excellent English written and verbal communication skills.
Experience in customer service/support role a plus
Must be able to demonstrate average skill in basic computer programs including but not limited to: Google Email, Google Chrome, GSuite (Google Docs, Google Sheets), MS Word, MS Excel.
Must be process oriented and must pay attention to details.
Must be able to demonstrate advanced skill in Google Sheets and/or MS Excel
PLUS - experience with ecommerce on platforms like Shopify, wooCommerce, Magento, Lazada, Shopee, Zalora or other similar order management tools/platforms
PLUS - experience working with 3rd party logistics companies
Highly curious about processes or has experience working with automated processes.
Can work with minimal supervision and in collaboration with others
Work Arrangements
Schedule: eight (8) hours between 6am - 12mn, daily Monday to Sunday. Shifts are assigned based on brand and ticket volume. Lunch break not counted.
Location: remote, anywhere in the Philippines. Note: must have reliable internet access.
Expect change. Your day to day tasks and responsibilities will evolve depending on your assigned store/brand and implementation of better processes, systems and the like. Your job description and role shall remain the same but expect specific duties and responsibilities to change. As part of a fast-growing company, you are expected to adapt accordingly.