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Ecommerce Customer Service Rep

City of Industry, ca · Customer Service

Immediate need for Ecommerce Customer Care Representative! 

Job Summary

The eCommerce Customer Care Representative will assist consumers by fielding all inbound communications (email/phone/chat), providing product and service information, as well as resolving customer issues by performing duties outlined below.
The ideal candidate will possess excellent communication, organizational, multi-tasking, and problem-solving skills. An aptitude to function within deadlines while working both independently and within a team is essential.
Essential Duties and Responsibilities

  • Answer all incoming calls and address all consumers needs and concerns
  • Take orders, track packages, and process replacement orders for consumers
  • Respond to customer inquiries regarding orders, billing, and technical problem notifications
  • Respond to emails, letters, and chat inquires
  • Check and return all voicemail messages
  • Document all order updates in call center ordering systems
  • Process returns and product complaints
  • Issue credits and adjustments to consumer orders
  • Special projects as requested by management
  • Assist consumers with their questions with the following objectives:
  • Increase brand awareness
  • Educate consumers
  • Motivate consumers to purchase online
  • Increase consumer satisfaction
  • Perform other assigned projects and functions as directed by management.

Minimum Qualifications
Education and Experience

  • High school diploma or GED, or equivalent combination of education and experience
  • Minimum of two years of customer service/call center experience
  • Cosmetic Industry experience is a PLUS

Knowledge, Skills, and Abilities

  • Experience writing simple correspondence such as emails, letters, and chat, in a concise and professional manner
  • Type quickly and accurately (10-key required)
  • Ability to quickly learn extensive product lines
  • Pleasant and professional phone manner
  • Must be a team player that can work independently and effectively
  • Excellent verbal and written communication, organizational, multi-tasking, attention to detail, and problem-solving skills
  • Proficiency with Outlook, Excel, and Word is required
  • Motivated, self-starter, organized, and effective communicator

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