E-commerce Customer Service Specialist

Job Summary

Provide pre-sales, in-sales, and after-sales services to customers through email, phone, and online channels etc,. Handle customer issues and complaints effectively, ensuring service quality, improving the customer experience, and enhancing brand image.

Responsibilities

• Customer Support: Provide professional product consultation and after-sales support to customers via email, phone, and online chat.
• Order Management: Handle customer orders, including inquiries, modifications, cancellations, and returns/exchanges, ensuring customer needs are met.
• Problem Solving: Identify and resolve customer issues promptly to enhance customer satisfaction and maintain the company's image.
• Address customer complaint: Monitor and address customer negative reviews on e-commerce platforms, social media, and app markets, etc. and resolve customer issues effectively.
• Feedback Collection: Gather customer feedback, compile reports, and provide improvement suggestions to optimize products and services.
• Team Collaboration: Work closely with sales, logistics, and other teams to ensure smooth information flow and quick response to customer needs.
• Other tasks: Perform other tasks as required.

Qualifications

• Education: Bachelor degree , preferably in a related field.
• Experience: 3 years experience in e-commerce customer service, familiar with Amazon, Shopify platform.
• Language Skills: Fluent in German and English communication skills, both written and spoken; knowledge of other languages is a plus.
• Skills: Familiarity with 3C electronics products and a basic understanding of trouble shooting steps; strong customer service mindset and communication skills, strong problem-solving abilities. Familiar with customer service systems and related tools, with data analysis capabilities.
• Personal Traits: Patience, attention to detail, and a positive work attitude; ability to maintain good performance under pressure.

Job Type: Full-time

Pay: £24,500.00-£25,000.00 per year

Work Location: Remote