E-commerce Customer Support Specialist for Pool and Spa Care
1 week ago
We are seeking a highly motivated E-commerce Customer Support Specialist to join our team at Six10 Ventures. As a key member of our customer support team, you will be responsible for delivering exceptional customer experiences across various e-commerce platforms, including Amazon, Shopify, and Walmart.
This role involves supporting multiple brands with a primary focus on delivering superior customer service in the pool and spa industry. You will ensure timely and effective responses to all customer inquiries, adhering to a Service Level Agreement (SLA) of 2 hours.
As an E-commerce Customer Support Specialist, your key objectives will include:
- Transforming customer interactions into positive experiences, minimizing the need for in-store visits
- Delivering outstanding service across all channels, including email, phone, and chat, ensuring a seamless and professional experience for every customer
In addition to these key objectives, your responsibilities will include:
- Inbound Inquiry Management: Overseeing all inbound written customer inquiry channels through Gorgias, including email, chat, and some social media platforms
- Voice Mail Management: Reviewing all inbound voicemails and making outbound calls for follow-ups as required
- Amazon Relations: Handling tasks such as courtesy refunds, responding to negative reviews, and troubleshooting any inbound customer inquiries
- Client Relations: Prioritizing and responding to customer inquiries across various platforms within 2 hours
- Immediate Chat Responses: Addressing live customer website chats immediately, with a target response time of 5 minutes or less
- Timely Callbacks: Returning calls to customers who leave voicemails within 2 hours or less
- Ticket Escalation: Escalating urgent matters, product questions, or requests for additional assistance, ensuring the customer is informed at the time of escalation
- Social Media Engagement: Responding to product-specific questions escalated from social media daily
- Weekly Pulse Reporting: Compiling and sending a weekly report highlighting trends observed through customer inquiries and product reviews
To succeed in this role, you will require:
- A customer-centric mindset, prioritizing customer needs over a strict 9-5 schedule
- Excellent communication skills, both verbal and written, to foster positive customer interactions
- Proficiency in Gorgias or similar customer support platforms
- Strong analytical skills, able to analyze customer feedback and trends for continuous improvement
- Experience working in a fast-paced customer support environment, ideally within the e-commerce or retail industry
Benefits and Compensation:
This is a full-time position offering a competitive salary and benefits package. Based on the location and requirements of the role, we estimate the salary range to be between $45,000 and $60,000 per annum. This includes a comprehensive compensation package that rewards your hard work and dedication to delivering exceptional customer experiences.
At Six10 Ventures, we value innovation, collaboration, and continuous learning. We strive to create a dynamic work culture where our employees can grow professionally and personally.
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Delhi, Delhi, India Six10 Ventures Full timeDiscover a challenging and rewarding career opportunity with Six10 Ventures as a Customer Support Specialist for pool and spa care. In this role, you will be responsible for delivering exceptional customer service to clients across various platforms, including email, phone, and chat.Company OverviewSix10 Ventures specializes in building successful e-commerce...
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