E-Commerce Customer Service Associate

E-Commerce Customer Service Associate Job Description:

1. Primary Roles and Responsibilities

• Attends and communicates via all online service channels for customers on inquiries, questions or concerns relative to orders, deliveries or other related matters with the objective of achieving satisfactory resolution and enhanced customer experience.
• Provides product and service information to facilitate purchase decisions and open opportunities for upselling.
• Effectively represents the Company to customers by maintaining a pleasant and professional disposition and temperament at all times and communicating effectively with customers.
• Exhibits patience and resilience when helping customers who are ‘high touch’ and may need more attention and support.
• Liaise between Warehouse, Store fulfillment and with the customers for any order related issues
• General admin and clerical tasks such as refunds, consolidations of issues for reporting, creation of draft orders, etc.

1. Application of Service Triage

• Familiarizes self with and implements the established “service triage” of the business unit, i.e. the process of sorting out and prioritizing customer requests and activating escalation procedures in order to effectively provide Rustan’s brand of customer service.
• Takes on customer requests that she can address effectively while monitoring customer service tickets in the Zendesk system and escalating customer requests as necessary to achieve service level standards.

1. Continuous Service Development and Improvement

• Provides specific feedback and data inputs on customer interactions to the Content team monthly, submits recommendations to help develop and continually improve customer service levels and contribute to the Knowledge Base of the Customer Service team.