E-Commerce Customer Service Associate

Job description:

• Manage all member and non-member inquiries regarding online and in-club purchases nationwide across voice and non-voice channels (call, chat, email, social media).
• Assist website/app users with online account creation, order placement, payment processing, and delivery tracking for S&R online orders.
• Schedule online orders and provide prompt communication regarding any order-related inquiries or concerns.
• Apply effective problem-solving skills to resolve online shopping issues and concerns (product, order, payment) to mitigate returns and refunds.
• Escalate high-risk or complex cases (e.g., legal, regulatory, or PR-sensitive) to the Customer Service Supervisor and Manager.
• Provide accurate information about products, services, and company policies.
• Record all transactions, complaints, and resolutions accurately in the unified communication platform.
• Foster positive, trust-based relationships with members by demonstrating empathy, professionalism, and a commitment to exceptional service in all interactions.
• Identify opportunities to upsell or cross-sell products and services to increase revenue while meeting buyer needs.
• Strive to exceed performance targets for revenue generation, member satisfaction, and concern resolution.
• Adhere to company policies and procedures while maintaining a member-centric approach.
• Stay updated on industry trends to provide valuable assistance.
• Support the execution of the urgent-risk matrix for ticket prioritization and workload distribution.
• Proactively support teammates as needed and complete assigned tasks.
• Participate in process improvement activities initiated by management.
• Proficient in CRM and ticketing tools (Zendesk, Freshdesk, HubSpot, Salesforce Service Cloud).
• Familiar with omnichannel communication (chat, voice, email, social media).
• Basic understanding of OMS/DMS and e-commerce workflows.

Job Qualification:

• Education: Bachelor's degree in Business, Marketing, Communications, Psychology, or a related field is required.
• Experience: At least 1 year in customer service (preferably in e-commerce or retail) with experience handling omnichannel customer interactions and order fulfillment inquiries
• Digital Proficiency: Skilled in Microsoft Office/Google Workspace, CRM systems, and online collaboration tools.
• Work Arrangement: This is a full-time, on-site position. Candidates must have the flexibility to work varied hours, which may include early or late shifts, weekends, and holidays, to meet dynamic business needs.