ECommerce Support Specialist for Pool and Spa Industry

6 days ago


Delhi, Delhi, India Six10 Ventures Full time
About the Role

We are seeking a highly motivated Customer Support Specialist with expertise in pool and spa care 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 through timely and effective responses to customer inquiries.

Key Responsibilities
  • Inbound Inquiry Management: Oversee all inbound written customer inquiry channels through Gorgias, including email, chat, and social media platforms.
  • Voicemail Management: Review all inbound voicemails and make outbound calls for follow-ups as required.
  • Amazon Relations: Handle tasks such as courtesy refunds, responding to negative reviews, and troubleshooting any inbound customer inquiries.
  • Client Relations: Prioritize and respond to customer inquiries across various platforms like Amazon, Shopify, and Walmart within 2 hours.
  • 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 at the time of escalation.
  • 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.
Requirements
  • Prior experience in pool service or a strong background in pool/hot tub water chemistry is required.
  • Proven experience in a customer service role, ideally within the e-commerce or retail industry, demonstrating an ability to manage customer inquiries effectively across various platforms.
  • Strong attention to detail and commitment to maintaining accurate records.
  • Creative problem-solving skills and a proactive approach to customer inquiries.
About the Company

Six10 Ventures specializes in building successful e-commerce brands across platforms like Amazon, Shopify, and Walmart. We foster a collaborative and dynamic work culture, committed to innovation, continuous learning, and professional growth.

Compensation and Benefits

This is a full-time position with a competitive compensation package. The estimated salary for this role is around $60,000-$80,000 per year, depending on location and experience.



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