Customer Advocate | Ecommerce Account  

As a Customer Advocate for an eCommerce account, you will be responsible for interacting with customers to address inquiries and resolve complaints regarding the clients’ products and services. In this position, you will collaborate with internal and external teams in handling the needs of the customer to provide excellent customer service in a timely and professional manner.

WHAT WILL YOU DO

• Interact with customers and merchants via email and chat to provide effective information and assistance to issues and concerns with the highest degree of empathy, courtesy, and professionalism
• Ensure proper and timely escalation of customer’s and merchant’s issues to meet internal and client expectations
• Maintain a close eye on user experience and relay feedback to the respective teams
• Identify opportunities and recommendations for continuous process improvement
• Implement best practices and processes to maintain and improve relationships with customers and clients
• Deliver service excellence and maximize customer service and satisfaction
• Work with the client to stay updated on product and service knowledge

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
• Proactive and self-motivated; can work with minimal supervision
• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
• Amenable to work on rotating shifts

YOU HAVE…

• A bachelor’s degree in any field you’re passionate about
• At least 1 year in customer service with a minimum of 6 months experience in email customer support; chat experience is a plus
• A general understanding of how fulfillment and e-commerce operations work
• Working knowledge and familiarity with any helpdesk platforms (e.g. Zendesk, SalesforceIQ, Salesforce)
• Excellent reading comprehension, and verbal and written skills
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Interest in home products, kitchen tools/wares, textiles, small artisans, and design
• Proven records of strong organizational, prioritization, and multitasking skills with keen attention to detail
• Customer orientation and ability to adapt/respond to different types of characters
• Self-motivation and a proven ability to handle challenging customer-facing situations; the ability to work with minimal supervision
• Flexibility to work shifting schedules
• Superior research skills and a serious love of problem-solving
• Ability to accept feedback gracefully and with an open mind