Ecommerce Support Assoicate

The Ecommerce Support Associate at Support Master is a vital role in our customer service department that focuses on providing outstanding support to our online customers. Reporting directly to the Ecommerce Manager, your position will require a blend of technical understanding, problem-solving abilities, and exceptional communication skills. The nature of this role is collaborative, and you will be expected to work effectively alongside various other departments within the organization.

Key Responsibilities:

• Handle customer inquiries and complaints across various channels including email, live chat, and phone support.
• Provide product information and assist customers with their order process – from initial queries to issues encountered during placing orders, tracking order status, returns, and refunds.
• Collaborate with the Ecommerce team to maintain updated knowledge of product range, product features, and any updates or changes.
• Identify customer needs, clarify information, and suggest appropriate product solutions.
• Work closely with the technical team to resolve any website issues affecting users.
• Escalate complex cases to the relevant department or personnel as required.
• Work towards KPIs as set by the customer service manager to ensure excellent customer service is consistently delivered.

Qualifications:

• A minimum of 1-2 years in a customer support role within an Ecommerce setting.
• Strong knowledge of Ecommerce platforms, as well as CRM systems.
• Exceptional verbal and written communication skills, with an emphasis on clarity and compassion.
• Demonstrated ability to handle customer complaints, providing immediate solutions where possible and escalating when necessary.
• Ability to work comfortably in a fast-paced, multi-tasking environment.
• Problem-solving skills, with a focus on understanding customer needs and expectations, and delivering on those effectively and efficiently.
• Experience in a growth-focused Ecommerce company, or startup, is a plus.

Benefits:

• Benefits package including health, vision, and dental insurance.
• Access to ongoing training and development programs.
• Opportunity to become part of a growth-focused, dynamic team.
• A competitive PTO policy that recognizes the importance work-life balance.
• Regular team-building activities to foster a strong work culture.
• An inclusive and diverse workspace that values different perspectives and respects everyone’s voices.

We look forward to hearing from individuals who are passionate about Ecommerce, customer service, and problem-solving, and who are excited to contribute their skills and experience to our team.