Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10)
Position Summary:
As a Customer Service Representative at Solesdi US, you will play a crucial role in delivering exceptional customer service to our valued customers. You will be responsible for addressing inquiries, resolving issues, and ensuring customer satisfaction. The ideal candidate will have excellent communication skills, problem-solving abilities, and a passion for providing exceptional service.
Responsibilities:
- Customer Support:
- Handle incoming customer inquiries and provide prompt and accurate responses via phone, email, and chat.
- Assist customers with product information, order status, returns, exchanges, and general inquiries.
- Resolve customer complaints and issues effectively and efficiently, ensuring a positive resolution.
- Order Management:
- Process orders, including order entry, tracking, and providing updates to customers as needed.
- Collaborate with the logistics and warehouse teams to ensure timely and accurate order fulfillment.
- Address any order-related issues, such as shipping delays, missing items, or billing discrepancies.
- Product Knowledge:
- Develop a deep understanding of our product offerings, features, and benefits.
- Provide accurate and comprehensive product information to customers, helping them make informed purchasing decisions.
- Stay up to date with product updates, promotions, and industry trends.
- Troubleshooting and Technical Support:
- Assist customers with technical issues related to our website, online ordering, and other digital platforms.
- Troubleshoot common problems and provide step-by-step guidance to resolve customer issues.
- Escalate complex technical problems to the appropriate internal teams for resolution.
- Customer Feedback and Reporting:
- Collect and document customer feedback, including suggestions, concerns, and compliments.
- Share customer insights and feedback with relevant teams to drive improvements in products and services.
- Prepare regular reports on customer inquiries, trends, and common issues.
- Relationship Management:
- Build and maintain positive relationships with customers, providing personalized and attentive service.
- Proactively follow up with customers to ensure their needs are met and their issues are resolved.
- Collaborate with cross-functional teams to address customer-related concerns and provide feedback for continuous improvement.
Requirements:
- Proven experience in a customer service role, preferably in a retail or e-commerce environment.
- Excellent verbal and written communication skills, with the ability to empathize with customers and provide clear, concise information.
- Strong problem-solving skills and ability to handle customer complaints and difficult situations with professionalism and patience.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- Familiarity with customer service software, CRM systems, and online communication channels.
- Proficiency in using productivity tools such as Microsoft Office Suite (Word, Excel, Outlook).
- Strong attention to detail and accuracy in data entry and order processing.
- Ability to work collaboratively in a team environment and contribute to a positive work culture.
- Availability to work flexible shifts, including evenings, weekends, and holidays as needed.
Join the Solesdi US team and contribute to our mission of delivering exceptional footwear and customer experiences. Apply today and embark on an exciting career as a Customer Service Representative with a global leader in the industry.
Note: This job description is intended to outline the general responsibilities and qualifications for this position. It is not an exhaustive list of all duties, responsibilities, and qualifications required.
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