Overview:
The Online Customer Care Representative plays a crucial role in providing exceptional customer service and support for our online platform. They are responsible for addressing customer inquiries resolving complaints and ensuring a positive online shopping experience for our customers. The role is essential in maintaining customer satisfaction fostering loyalty and contributing to the overall success of our online business.
Key Responsibilities:
- Responding to customer inquiries via online chat email or social media channels
- Resolving customer complaints and issues in a timely and professional manner
- Providing product information troubleshooting technical issues and assisting with online order management
- Monitoring online reviews and proactively addressing any negative feedback or concerns
- Assisting customers with account management including password resets and profile updates
- Collaborating with other departments to resolve complex customer issues
- Utilizing feedback to improve the online customer experience and identify areas for enhancement
- Documenting customer interactions and maintaining accurate records of inquiries and resolutions
- Escalating unresolved issues to the appropriate teams and following up to ensure resolution
- Staying informed about product updates promotions and company policies to provide accurate information to customers
- Participating in training and coaching sessions to enhance customer service skills and knowledge
- Adhering to established service levels and response time targets
Required Qualifications:
- Previous experience in online customer service or a similar role
- Excellent written and verbal communication skills
- Strong problemsolving abilities and the capacity to handle challenging situations professionally
- Ability to effectively multitask and manage multiple customer interactions simultaneously
- Empathy and the ability to understand and address customer concerns with sensitivity
- Knowledge of online shopping platforms and proficiency in using live chat and email support tools
- Customerfocused mindset and a genuine passion for providing exceptional service
- Strong attention to detail and accuracy in documenting customer interactions
- Ability to work collaboratively within a team and across different departments
- Flexibility to work varying shifts including evenings weekends and holidays
- High school diploma or equivalent; additional certification in customer service is a plus
- Familiarity with CRM systems and ticketing platforms for customer support
- Understanding of ecommerce processes and best practices
- Experience in maintaining professionalism and composure in a fastpaced online customer care environment
- Commitment to upholding company policies and maintaining confidentiality of customer information
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