Customer Service Representative (E-commerce) Job at Activate Talent, Madison, WI

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  • Activate Talent
  • Madison, WI

Job Description

E-commerce Customer Service Representative

We are seeking proactive and customer-centric E-COMMERCE CUSTOMER SERVICE REPRESENTATIVES (CSRs) to join our dedicated team. As an e-commerce CSR, you will be the frontline support for customers shopping online, handling inquiries, resolving issues, and ensuring a seamless experience across all customer touchpoints, including email, SMS, phone, chat, and online forms. Ideal candidates will have strong communication skills, an affinity for problem-solving, and a passion for providing exceptional service in an e-commerce environment.

Key Responsibilities:

  • Customer Engagement: Respond to customer inquiries related to online orders, products, shipping, and account management via email, SMS, phone, chat, and online forms in a timely and professional manner.
  • Provide accurate information on product availability, specifications, and policies, ensuring the customer has a smooth and positive shopping experience.
  • Address and resolve customer issues, such as order discrepancies, shipping problems, and return/exchange requests, with empathy and efficiency.
  • Issue Resolution: Troubleshoot and resolve product-related issues by collaborating with fulfillment, shipping, and technical teams as needed.
  • Escalate complex or unresolved issues to the appropriate departments for further resolution.
  • E-commerce Platform Support: Assist customers with navigating the website, completing purchases, and resolving technical issues related to their online shopping experience.
  • Work closely with logistics partners to provide timely updates on order statuses, including shipping and delivery times.
  • Feedback and Improvement: Collect and document customer feedback, suggestions, and emerging trends to help inform business decisions and improve the overall customer experience.
  • Participate in continuous improvement initiatives by offering insights based on direct customer interactions.
  • Brand Advocacy: Uphold a consistent and positive brand voice across all customer interactions.
  • Engage customers to foster brand loyalty, turning a positive experience into repeat business.

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