电商客户服务中心专员
Ecommerce Customer Service Specialist
职位概述：
你是否喜欢帮助客户、解决问题，并将令人沮丧的体验转化为愉快的体验？是否享受在客户有疑问、订单问题或需要额外帮助时成为他们可以信赖的人？
加入我们，担任客户专员（D2C电商），在支持日常电商体验的同时，保持客户的满意度。你将处理客户咨询，解决故障，管理退货和账单问题，发现值得升级的反馈，并协助制定SOP和FAQ，使支持工作更快更高效。
核心职责：
• 监控邮件箱以协助客户，回答问题，并在需要时升级问题。
• 解决账户支持相关的问题。
• 在1小时内响应客户咨询。
• 收集产品知识，正确地向客户进行教育。
• 主动查找负面评价并升级至品牌管理。
• 处理退货和账单或配送问题。
• 主动征求并收集客户评价以提升品牌知名度。
• 制定与岗位相关的SOP和FAQ，以加快和提高响应准确性。
• 根据需要协助其他电商相关战术任务。
必须具备：
• 3年以上D2C电商客服经验。
• 1年以上使用Zendesk（或其他类似工具）进行客服管理的经验。
• 具有订阅制业务的实际操作经验。
• 出色的口头和书面沟通能力。
• 消耗品行业背景（或类似领域）。
• 熟练掌握Google Sheets/Excel进行基础报告。
• 熟悉Slack和Zoom用于内部团队协作和沟通。
• 能够在EST时区工作。
加分项：
• 1年以上使用Monday（或其他类似项目管理工具）的经验。
• 具有使用ShipStation进行订单管理的经验。
查看英文原文
Job Overview:
Do you love helping customers, solving problems, and turning frustrating experiences into happy ones? Would you enjoy being the person customers can count on when they have a question, an order issue, or need a little extra help?
Join us as a Customer Service Specialist (D2C Ecommerce) and help keep our customers happy while supporting the day-to-day ecommerce experience. You’ll handle customer inquiries, troubleshoot issues, manage returns and billing concerns, spot feedback worth escalating, and help create SOPs and FAQs that make support faster and easier.
Core Tasks:
• Monitor inbox to assist customers, answer questions, and escalate issues when needed.
• Troubleshoot issues with account support.
• Handle customer inquiries with a <1 hour SLA time.
• Gather product knowledge to properly educate customers.
• Proactively look for negative reviews and escalate to brand management.
• Process returns and billing or delivery issues.
• Proactively solicit and collect reviews from customers to enhance brand awareness .
• Build out role-related SOPs and FAQs for faster and more accurate responses.
• Assist with other tactical ecommerce -related tasks as needed.
Must-Haves:
• 3+ years experience in a D2C ecommerce customer service role .
• 1+ years experience with Zendesk for helpdesk management (or similar tool).
• Hands on experience working with subscription-based business.
• Exceptional verbal and written communication skills.
• Background with the consumables vertical (or similar).
• Basic - intermediate skills with Google Sheets/ Excel for basic reporting.
• Familiarity with slack and Zoom for internal team coordination / communication.
• Ability to work EST.
Nice-to-Haves:
• 1+ years experience with Monday (or similar PM tool).
• Experience with ShipStation for order management.Originally posted on Himalayas