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Customer Service Representative/Call Center-Ecommerce
Workforce Enterprises Wfe - Tulsa, OK
posted about 2 months ago
About the position
The Customer Service Representative position at Workforce Enterprises WFE, Inc. is a remote role based in Tulsa, Oklahoma, focused on providing exceptional customer service for eCommerce operations. The representative will handle customer inquiries, assist with orders, and resolve issues while maintaining a high level of product knowledge and adherence to company policies. This role is essential for ensuring customer satisfaction and supporting the overall eCommerce experience.
Responsibilities
- Respond to Customer Inquiries: Handle customer inquiries through phone, email, and chat, providing accurate and timely responses.
- Order Assistance: Assist customers with placing orders, processing returns, exchanges, and cancellations.
- Product Knowledge: Maintain comprehensive knowledge of the product catalog to answer customer questions and provide recommendations.
- Issue Resolution: Resolve customer issues related to payment, shipping, account management, and product concerns, escalating to higher support when necessary.
- Technical Support: Provide basic technical support for website navigation, account access, and payment processing.
- Order Tracking: Help customers track their orders, provide updates on shipping status, and manage any delivery-related concerns.
- Upselling: Identify opportunities to upsell products based on customer needs and preferences.
- Feedback Collection: Gather customer feedback and share it with the team to improve service and product offerings.
- Adherence to Policies: Ensure compliance with company policies, procedures, and quality standards in all customer interactions.
- Multitasking: Efficiently manage multiple customer inquiries at once while maintaining high levels of service.
- Team Collaboration: Work closely with other team members to ensure seamless customer service.
- Performance Goals: Meet or exceed performance targets related to call handling time, customer satisfaction, and issue resolution.
- Continuous Learning: Stay updated with new products, services, and policies to provide accurate information and support to customers.
- Empathy and Patience: Exhibit empathy, patience, and understanding when dealing with customer concerns, ensuring a positive customer experience.
Requirements
- High school diploma or equivalent required.
- Previous call center customer service experience.
- Strong verbal and written communication skills.
- Basic typing skills.
- Problem-Solving Skills.
- Strong computer knowledge, including MS Office applications.
- Zendesk experience preferred.
Nice-to-haves
- Experience with 3rd Party Logistics, Distribution or Ecommerce companies.
Benefits
- Pay: From $14.00 per hour
- Overtime available and mandatory upon business demand.
