eCommerce Support Officer

Job Overview

We are seeking a dynamic and customer-focused eCommerce Support Officer to join our Group eCommerce Team in Cyprus. The ideal candidate will play a pivotal role in providing comprehensive support to our clients, ensuring seamless utilization of our in-house eCommerce platform and ERP system. As an eCommerce Support Officer, you will be responsible for addressing client inquiries, resolving technical issues, and delivering exceptional service to optimize client satisfaction and retention.

Duties & Responsibilities

• Serving as the primary point of contact for client inquiries related to the eCommerce platform and ERP system.
• Providing prompt and effective assistance via email, phone, or chat to address client concerns, troubleshooting technical issues, and delivering solutions tailored to their needs.
• Diagnosing and resolving technical issues reported by clients, including but not limited to system errors, platform functionalities, integration challenges, and data discrepancies.
• Collaborating closely with the technical Team to escalate complex issues and ensure timely resolution.
• Conducting training sessions and workshops for clients to familiarize them with the features, functionalities, and best practices of the eCommerce platform and ERP system.
• Providing ongoing guidance and support to ensure clients maximize the value of our solutions and achieve their business objectives.
• Developing comprehensive documentation, tutorials, and FAQs to facilitate self-service support for clients.
• Continuously updating and improving existing resources to ensure accuracy and relevance.
• Sharing insights, best practices, and lessons learned with internal Teams to enhance collective knowledge and expertise.
• Gathering client feedback, suggestions, and pain points to identify opportunities for product enhancements and service improvements.
• Compiling and analysing data on client interactions and support activities to generate actionable insights and contribute to strategic decision-making.
• Collaborating closely with cross-functional Teams, including sales, product development, and marketing, to align support efforts with business objectives.
• Sharing client insights and feedback to inform product roadmap prioritization, feature development, and go-to-market strategies.

Skills & Qualifications

• Possession of a Bachelor's degree in Business, Management Information Systems, eCommerce, or a field that is closely related.
• Relevant experience in eCommerce operations, preferably within a multinational environment would be considered an advantage.
• Previous engagement with Dynamics 365 Business Central, Navision, or other Enterprise Resource Planning (ERP) systems would be considered an advantage.
• Familiarity with eCommerce platforms, ERP systems, and web technologies will be considered an advantage.
• Proficient verbal and written communication abilities in both the Greek and English languages are required.
• Strong organizational and time management skills.
• Understanding Google Analytics 4, GTM and Power BI is a plus.
• Ability to work effectively in both independent and team-based work environments.
• Computer proficiency and willingness to learn other web-based tools.
• Superior problem-solving capabilities accompanied by a proactive stance towards the identification and resolution of issues.
• Detail-oriented and organized, with the ability to manage multiple tasks simultaneously.

Reporting

eCommerce Sales & Marketing Manager

Equal Employment Opportunity

Logicom is committed to provide equal employment opportunities for all regardless of their race, colour, sex/gender, religion, age, marital status, cultural background, disability, nationality, and political opinion. Employees are hired solely based on a specific vacancy’s requirements, taking into consideration the qualifications, previous experience, and potential of each individual candidate.

We reserve the right to remove the announcement at any point in time when a satisfactory number of applications have been received.

Only applicants whose previous experience and qualifications closely match the requirements of the position will be contacted.