Job Summary:

As an Ecommerce Platform Customer Support Executive, you will be responsible for providing exceptional customer service to our clients using our ecommerce platform. You will assist customers with inquiries, technical issues, and provide guidance on how to best utilize our platform to meet their needs. The ideal candidate should have excellent communication skills, a strong understanding of ecommerce principles, and a passion for delivering exceptional customer experiences.

Responsibilities:

• Respond promptly to customer inquiries via email, chat, or phone.
• Resolve customer complaints and issues effectively and efficiently.
• Provide technical support for customers encountering platform-related problems.
• Guide customers through troubleshooting steps and provide clear instructions.
• Educate customers on the features and functionalities of our ecommerce platform.
• Collaborate with internal teams to escalate and resolve complex customer issues.
• Document customer interactions and maintain accurate records of inquiries and resolutions.
• Stay up-to-date with product updates, new features, and industry trends.
• Identify opportunities for process improvement and suggest solutions to enhance the customer experience.
• Assist with training new customer support team members as needed.

Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
• Proven experience in customer support or a similar role, preferably in an ecommerce environment.
• Excellent communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using customer support software and CRM systems.
• Ability to multitask and prioritize workload in a fast-paced environment.
• Familiarity with ecommerce platforms and online shopping processes.
• Empathetic and patient attitude towards customers.
• Ability to work independently as well as part of a team.
• Flexibility to work non-traditional hours, including weekends and holidays, if required.

Preferred Qualifications:

• Knowledge of basic HTML, CSS, and web technologies.
• Previous experience in sales or marketing roles.
• Certification in customer service or related field is a plus.

Mandatory: Experience with popular ecommerce platforms such as Shopify, Magento, or WooCommerce.

Work Environment: You will primarily work in an office environment, but may occasionally work remotely depending on company policies and requirements. The role may require occasional evening or weekend shifts to accommodate customer needs.

Note: The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary.

Note: 2 days per week off (rotational)