Specialist- eCommerce Customer Experience
Specialist- eCommerce Customer Experience
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Salary Not Disclosed
1 Vacancy
Job Description
Ensuring a positive and seamless experience for customers throughout their journey with the company. This role involves engaging
with customers understanding their needs and providing exceptional service to enhance satisfaction and loyalty. The specialist will
serve as a liaison between the customer and the organization addressing inquiries resolving issues and actively contributing to
continuous improvement initiatives.
Requirements Profile
- Develop strong commercial relationships with customers and provide an aftersales service experience (quoting invoicing organizing delivery product installation return & refund and warranty claims)
- Proactively engage with customers to understand their needs address concerns and identify opportunities for upselling or crossselling.
- Maintain service spares stock basis the requirements
- Serve as the primary point of contact for customer inquiries providing prompt and professional assistance via email phone and live chat.
- Collaborate closely with crossfunctional teams including Logistics Sales Operations Product Development and Marketing to advocate for the customer and drive product improvements.
- Work closely with Third Party warehouse team to fulfill orders get updates and make changes
Monitor customer feedback and sentiment leveraging insights to implement strategies for continuous improvement.
- Conduct training sessions for and create educational materials to empower customers to maximize the value of our products.
- Maintain accurate records of customer interactions and track key metrics related to customer satisfaction and retention.
- Provide product briefing and demo assistance to customers and assist customers on product selection order placement and postpurchase support
- Handling booking for showroom visit Introducing brand and products to Ecom showroom visitors.
- Assist in small scale B2B customers
- Maintain an indepth understanding of our office furniture offerings including design functionality and compliance with industry standards.
- Handle escalated customer complaints and complex issues providing effective solutions and maintaining customer relationships.
- Collaborate crossfunctionally to resolve product or servicerelated challenges swiftly.
- Collect and analyze customer feedback to identify trends and recommend actionable improvements.
- Participate in the development and implementation of customer satisfaction initiatives.
Skills & Abilities
- Dynamic and energetic individual who easily engage with clients and understand the importance of building relationships.
- The ideal candidate will have the drive and passion to deliver quality results along with the enthusiasm.
- Have at least 5 years experience in customer service and/or high turnover sales environment (furniture experience will be highly regarded)
- Demonstrate the ability to provide exceptional customer service
- Confident and comfortable in making autonomous decisions when required
- Proficiency in Zendesk and Microsoft Office Suite.
- Ability to work in a fastpaced environment and manage multiple tasks simultaneously.
at least 5 years experience in customer service
Employment Type
Full Time
