Contract Based Customer Service Specialist

About us:

We are a parent company that represents four DTC brands, each catering to different niches within the ecommerce industry. At emater, we specialize in providing endtoend solutions, covering every aspect of ecommerce from A to Z. Our dedicated team is committed to delivering excellence in all areas, including product development, customer satisfaction, and upholding the highest standards that meet and even surpass the bars set by industry giants.

Currently were looking for a Customer Service Specialist (Contract Based) to join our team.

The Customer Service Specialist will be responsible for providing exceptional customer service to our online customers, resolving their issues, and ensuring a positive experience for all customers. They will also closely work with our marketing and operations teams to ensure customer satisfaction and resolve any issues. The best CSRs are patient, empathetic, and passionately communicative. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

Job Responsibilities:

• Respond to customer inquiries and resolve any issues via phone, email, and live chat.
• Manage and resolve customer complaints, requests, and inquiries in a timely and professional manner.
• Provide accurate and complete information about company products and services
• Process orders, returns, and exchanges, ensuring accuracy and efficiency.
• Work closely with marketing and technical teams to ensure customer satisfaction and resolve any issues.
• Maintain accurate records of customer interactions and transactions using our CRM system.
• Generate upsell opportunities.
• Stay uptodate with product knowledge, promotions, and company policies and procedures.
• Identify and escalate priority issues to the appropriate team member or department.
• Continuously look for opportunities to improve the customer experience and suggest process improvements to the management team.

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  Job Requirements:
  
  

  • Native or bilingual knowledge of English language with excellent verbal and written communication skills.
  • At least 23 years of customer service experience, preferably in a fastpaced ecommerce environment.
  • Ability to multitask, prioritize, and manage time effectively.
    
  • Strong experience communicating with customers via calls.
  • Strong problemsolving skills and the ability to think creatively to resolve issues.
  • Experience using CRM software and other customer service tools.
  • Techsavvy.
  • Ability to work independently and as part of a team.
  • Strong attention to detail and organizational skills.
  • Flexibility to work evenings, weekends, and holidays as needed (rolling shift).
  • Positive attitude and willingness to learn and grow with the company.