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Customer Support Specialist
2 months ago
Role Description This is a full-time on-site role for a Customer Service Specialist at GrunXStore.Com. The role will be responsible for tasks such as customer experience, upsell, cross-sell, customer graveness etc. Following are the roles and responsiblites:
Responding to Customer Inquiries : Address customer questions and concerns via email, chat, or phone, providing prompt and accurate information about products, services, or policies.Resolving Issues : Handle complaints, order issues, product returns, exchanges, or shipping problems, aiming for quick resolution to maintain customer satisfaction.Product Knowledge : Maintain a deep understanding of the product catalog, including specifications, features, and availability, to provide informed recommendations.Order Management : Assist customers with placing orders, tracking shipments, and handling cancellations or modifications to existing orders.Technical Assistance : Help customers with basic troubleshooting related to website navigation, payment processes, or account setup.Handling Refunds and Returns : Process refund requests, ensure proper documentation, and facilitate return or exchange procedures according to company policies.Customer Feedback Management : Collect feedback from customers to relay to relevant teams, contributing to improvements in products, services, and the overall user experience.Cross-Department Collaboration : Work with inventory, logistics, and marketing teams to resolve issues, ensure product availability, and update customers on any delays or changes.Data Entry & CRM Management : Accurately input customer data, track interactions, and maintain customer relationship management (CRM) systems for reporting and analysis.Building Customer Loyalty : Engage in upselling, cross-selling, and proactive support to build relationships, drive repeat business, and enhance customer loyalty.Adhering to Company Policies : Ensure compliance with company policies regarding customer service, privacy, and handling sensitive data, maintaining a high level of professionalism.Reporting Issues : Identify recurring problems or trends in customer feedback, reporting them to the appropriate department for resolution and improvement.These responsibilities highlight the importance of communication, problem-solving, and maintaining a customer-first approach in eCommerce.
Equal Opportunity Statement Include a statement on commitment to diversity and inclusivity.
