Call Center/Customer Service Representative

Company: eConcierge Solutions
Location: Fort Lauderdale, Florida

About Us:
At eConcierge Solutions, we specialize in delivering top-tier customer service solutions tailored for the eCommerce industry. Our commitment to excellence drives us to enhance the online shopping experience, ensuring every customer interaction is seamless and satisfying.

Job Overview:
We are seeking a Call Center/Customer Service Representative who will serve as the voice of the brands we represent. As an agent, you’ll be responsible for providing top-tier service, resolving inquiries, and ensuring a seamless experience for online shoppers. You’ll play a key role in supporting eCommerce brands by handling customer issues efficiently and professionally.

Key Responsibilities:

• Answer inbound calls, emails, and chat messages from customers of various eCommerce brands.
• Provide accurate, timely, and professional responses to inquiries about products, orders, shipping, returns, and more.
• Resolve customer complaints or issues with empathy and efficiency, escalating more complex cases to the appropriate departments when necessary.
• Handle multiple brand accounts, maintaining knowledge of each brand’s products, policies, and promotions.
• Follow company policies and procedures to ensure a consistent, high-quality customer experience.
• Maintain accurate records of customer interactions in the CRM system.
• Collaborate with team members and supervisors to enhance the customer service process and meet performance goals.
• Stay up-to-date on product information, special promotions, and customer trends for each eCommerce brand.

Qualifications:

• Experience: 1-2 years of customer service, call center, or eCommerce support experience preferred.
• Multitasking: Comfortable handling multiple tasks and prioritizing in a fast-paced environment.
• Customer-Focused: Passion for helping others and delivering exceptional service.
• Team Player: Willingness to collaborate with team members to enhance overall customer satisfaction.
• Availability: Flexibility to work varied shifts, including weekends or evenings, as needed by the business.

Skills and Competencies:

• Proficiency with Shopify or other eCommerce platforms.
• Computer skills: Strong ability to navigate systems and quickly learn new software.
• Typing skills: Must demonstrate above-average typing speed and accuracy.
• Subscription management: Experience managing customer subscriptions and recurring payments.
• Sales and customer retention: Ability to upsell and cross-sell products, with a focus on building long-term customer relationships.
• MS Office: Familiarity with Microsoft Word, Excel, and Outlook.
• Attention to detail: Above-average grammar, spelling, and communication skills.

What We Offer:

• Competitive salary with performance-based incentives.
• Comprehensive benefits package, including health, dental, and retirement plan.
• Opportunities for professional development and career advancement.
• A collaborative and innovative work environment.

If you are passionate about eCommerce and have a knack for leading teams to deliver exceptional customer service, we invite you to apply for the eCommerce Call Center Leader position at eConcierge Solutions!