E-commerce Customer Support Specialist

About the Role

Our client is looking for a customer-focused and empathetic E-commerce Customer Support Specialist to join their team in Plymouth . This hybrid role offers a blend of remote work and office-based interaction, providing flexibility while maintaining team connection. You will be the primary point of contact for customers, resolving inquiries, processing orders, and ensuring a positive shopping experience that builds loyalty and brand trust.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via email, phone, and live chat.
• Assist customers with product information, order placement, and tracking.
• Process returns, exchanges, and refunds efficiently and courteously.
• Troubleshoot and resolve customer issues, escalating complex problems when necessary.
• Gather customer feedback to identify areas for service improvement.
• Maintain accurate customer records and interactions in the CRM system.

Requirements

• Previous experience in customer service, preferably within an e-commerce environment.
• Excellent communication and interpersonal skills.
• Proficiency in using customer support software and CRM systems.
• Strong problem-solving abilities and a patient, helpful demeanor.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced setting.
• Willingness to work in a hybrid model, with regular days in the Plymouth office.

Benefits

• Competitive salary and potential for performance-based incentives.
• Hybrid working arrangement offering a good work-life balance.
• Opportunities for training and professional development in customer service.
• Employee discount on a wide range of products.
• A supportive and collaborative team environment.