Job Description for Customer Service Executive

Key Responsibilities :

- Provide prompt and professional responses to customer inquiries via phone, email, and chat, ensuring high levels of customer satisfaction.

- Address and resolve customer complaints, concerns, and issues in a timely and effective manner.

- Assist customers with order placement, tracking, and delivery status updates.

- Provide product information, pricing, and promotional details to customers.

- Process customer orders, including order entry, payment processing, and order modifications.

- Collaborate with internal teams, such as operations, logistics, and finance, to ensure smooth order processing and timely delivery.

- Escalate complex customer issues to the appropriate department or supervisor for resolution.

- Maintain accurate and up-to-date customer records, order information, and interactions in the customer service database.

- Follow established company policies and procedures while delivering customer service.

Identify opportunities for process improvement and customer service enhancements.

Requirements :

- High school diploma or equivalent; a bachelor's degree is preferred.

- Proven experience in a customer service role, preferably in an e-commerce or retail environment.

- Excellent verbal and written communication skills, with the ability to communicate clearly, professionally, and empathetically with customers.

- Strong problem-solving and conflict resolution skills.

- Ability to multitask and prioritize tasks effectively while maintaining attention to detail.

- Proficiency in using customer service software, CRM systems, and other relevant tools.

- Familiarity with e-commerce platforms and online ordering processes.

- Knowledge of international shipping regulations and customs procedures is a plus. Ability to work independently as well as collaboratively in a team-oriented environment.

- Flexibility to work in shifts, including weekends and holidays, based on business needs.

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