Offer summary

Qualifications:

Minimum of 1-2 years of experience in Customer Service., Experience with omni-channel communication including chats, emails, phone, and social media., Ability to work under pressure in a startup environment., Access to a reliable internet connection and own laptop/desktop..

Key responsabilities:

Provide product and service information and resolve client issues.

Handle high volumes of customer inquiries across multiple channels.

Gather customer information and assess their needs effectively.

Identify opportunities for process improvements to enhance customer satisfaction.

Job description

Principal Duties & Responsibilities:

The Customer Care Associate is responsible for providing product and service information and resolving product and service problems of the clients and brands that etaily supports. The job of a CSR includes but is not limited to clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. A key expectation is to have the flexibility to handle multiple channels and switch between B2B and B2C functions.

Job Responsibilities:

Coordinate and report directly to the CS Manager.
Professionally handle high volumes of incoming customer inquiries (calls, emails, chats, social media, back office, and other B2C/B2B channels).
Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers regarding products and services where applicable.
Resolve customer issues via one-touch resolution guidelines and/or escalated processes.
Maintain a balance between company policy and customer benefit in decision-making.
Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
Demonstrate the company culture through both behavior and attitude.
Performs other duties or responsibilities as assigned.