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E-commerce Customer Support Specialist

Location: Colombo

Job Description:

We are looking for an enthusiastic E-commerce Customer Support Specialist to join our team. This role involves assisting customers with orders, resolving inquiries, and ensuring a positive shopping experience. The ideal candidatewill have strong communication skills and a customer-first mindset.

Key Responsibilities:

• Respond to customer inquiries through email, chat, and phone.
• Provide information and assistance on orders, shipping, returns, and product details.
• Resolve customer issues promptly and effectively, ensuring satisfaction.
• Document customer interactions and feedback in our CRM system,
• Coordinate with warehouse and logistics teams to address order-related issues.
• Identify and escalate complex issues to management when necessary.
• Contribute to the development of customer service polícies and procedures.

Qualifications:

• Proven experience in customer support, preferably in e-commerce.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficient in using customer service software and Microsoft Office Suite.
• Ability to manage multiple tasks and prioritize efficiently.
• Empathetic and patient, with a commitment to providing excellent service

Preferred Qualifications:

• Experience with [specific e-commerce platforms, e.g. Amazon, eBay].
• Familiarity with CAM systems and support ticketing tools.
• The ideal blend of style and substance