Ecommerce Customer Support Specialist for Pool and Spa Care

5 days ago


India Six10 Ventures Full time

About Six10 Ventures

Six10 Ventures is a pioneering e-commerce company specializing in building successful brands across Amazon, Shopify, and Walmart. With a diverse portfolio, we focus on delivering exceptional customer experiences through innovative products and services.

We are seeking an experienced Ecommerce Customer Support Specialist for Pool and Spa Care to join our team. The ideal candidate will have a strong background in pool service or water chemistry, excellent communication skills, and the ability to manage customer inquiries effectively across various platforms.

Key Responsibilities:

  • Inbound Inquiry Management: Manage all inbound written customer inquiry channels, including email, chat, and social media platforms, through Gorgias.
  • Voicemail Management: Review voicemails and make outbound calls for follow-ups as required.
  • Amazon Relations: Handle tasks such as courtesy refunds, responding to negative reviews, and troubleshooting customer inquiries.
  • Client Relations: Prioritize and respond to customer inquiries within 2 hours across Amazon, Shopify, and Walmart.
  • Immediate Chat Responses: Address live customer website chats immediately with a target response time of 5 minutes or less.
  • Timely Callbacks: Return calls to customers who leave voicemails within 2 hours or less.
  • Ticket Escalation: Escalate urgent matters, product questions, or requests for additional assistance, ensuring the customer is informed.
  • Social Media Engagement: Respond to product-specific questions escalated from social media daily.
  • Weekly Pulse Reporting: Compile and send a weekly report highlighting trends observed through customer inquiries and product reviews.
  • Reimbursement Claims: File claims with Amazon or partner warehouse for lost or damaged shipments as needed.

Salary Information:

The estimated annual salary for this role is around $55,000 - $65,000, depending on experience and qualifications.

Benefits:

  • This is a full-time position with a competitive benefits package.
  • Achieve your career goals in a collaborative and dynamic work environment.
  • Professional growth opportunities with continuous learning and innovation.


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