Ecommerce Customer Service

Scope of work:

• Customer service experience: handling inquiries, resolving issues, and providing excellent service.

• Communication skills: Strong written and verbal communication are crucial for conveying information clearly, building rapport with customers, and de-escalating situations.

• Problem-solving skills: The ability to identify customer needs, analyze situations, and find effective solutions is key.

• Patience and empathy: E-commerce interactions lack face-to-face cues, so patience and empathy are essential for understanding customer frustrations and building trust.

E-commerce Specific Experience:

• Knowledge of e-commerce platforms and processes: Familiarity with how online stores operate, order fulfillment procedures, and common customer issues related to e-commerce (e.g., returns, shipping).

• Technical proficiency: Comfort using various customer service software, knowledge bases, and potentially the company's e-commerce platform.

Additional Desirable Skills:

• Sales skill: to convince customer to purchase replacement items or up sales by enlarging basket size

• Advantages of design

Other Skill:

How to use computer (excel, Power point, platform order operation is an advantage)

Customer insight analysis