Ecommerce Customer Support Specialist

3 days ago

Delhi, Delhi, India Six10 Ventures Full time

Six10 Ventures is a leading e-commerce specialist that focuses on building successful brands across multiple platforms, including Amazon, Shopify, and Walmart.

We are seeking a highly motivated Customer Support Specialist with expertise in pool and spa care to join our team.

This role involves supporting multiple brands, with a primary focus on delivering superior customer service in the pool and spa industry.

Key Objectives:

  • Ensure timely and effective responses to all customer inquiries, adhering to a Service Level Agreement (SLA) of 2 hours.
  • Transform customer interactions into positive experiences, minimizing the need for in-store visits.
  • Deliver outstanding service across all channels, including email, phone, and chat, ensuring a seamless and professional experience for every customer.

Job Description:

Ecommerce Customer Support Specialist - Pool Expert

Key Responsibilities:

  • Inbound Inquiry Management: Oversee all inbound written customer inquiry channels through Gorgias, including email, chat, and some 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.
  • Reimbursement Claims: File claims with Amazon or partner warehouse for lost or damaged shipments as needed.

Ideal Candidate Skills:

  • Customer-Centric Mindset: Treat customer service as a priority, focusing on customer needs over a strict 9-5 schedule.
  • Excellent Communication: Strong verbal and written communication skills to foster positive customer interactions.
  • Proficiency in Gorgias: Familiarity with Gorgias or similar customer support platforms is a plus.
  • Analytical Skills: Ability to analyze customer feedback and trends for continuous improvement.
  • Team Collaboration: Strong internal communication skills, with experience using collaboration tools like Microsoft Teams to coordinate effectively with team members.

Salary:

The estimated salary for this position is between $45,000-$60,000 per year, based on location and industry standards.

Benefits:

  • Competitive compensation package.
  • Full-time position with benefits.

Why Join Us?

At Six10 Ventures, we foster a collaborative and dynamic work culture. We're committed to innovation, continuous learning, and professional growth.

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