L1 Support resources (Canada)
eCommerce Customer Support Representative
Role Overview:
As an Ecommerce Customer Support Specialist, your primary focus will be delivering top-notch support to our valued customers, ensuring their satisfaction at every step. You'll play a pivotal role in addressing inquiries, resolving issues, and maintaining a positive customer experience within our online retail environment. Your responsibilities will encompass handling various customer interactions, providing troubleshooting assistance, and collaborating with cross-functional teams when necessary.
Responsibilities:
- Provide outstanding support to customers, ensuring timely responses and resolutions to inquiries and issues. (50%)
- Utilize existing knowledge base and tools to efficiently resolve a wide range of customer incidents and service requests. (35%)
- Participate in ongoing training to enhance your technical skills and customer service acumen, contributing to a culture of continuous learning and knowledge sharing. (15%)
Qualifications:
- Demonstrated experience of 1 to 3 years in a relevant customer support role.
- Associate Degree in an IT or technically related field is required; Degree in Computer Science or related IT areas is a plus.
- ITIL Foundation certification.
- Basic familiarity with Microsoft Office 365 tools.
- CompTIA A+ certification.
- Proficiency in executing instructions and seeking clarification when needed.
- Strong data entry and clerical skills.
- Ability to perform basic mathematical calculations accurately and efficiently.
- Excellent attention to detail and accuracy in work.
- Effective verbal and written communication skills in English.
- Skill in interacting constructively with individuals at all management levels.
- Ability to work effectively under pressure and manage deadlines.
- Upholds ethical and organizational standards in all interactions.
- Capable of working independently with minimal supervision.
- Adherence to confidentiality of sensitive information.
- Proven aptitude for building strong working relationships.
- Displays empathy and sensitivity to the needs and feelings of customers.
- Quick learner with the ability to adapt to new systems and technology.
- Proficiency in relevant computer applications at an intermediate level.
This role provides a rewarding opportunity to contribute to our ecommerce customer support team, ensuring customers receive exceptional assistance throughout their shopping journey. Your commitment to excellence and dedication to customer satisfaction will be key drivers in achieving our service goals.
Expectations:
- Respond to customer inquiries and issues via Customer Support Tool or Phone.
- Assist customers with navigating the website, locating products, and completing purchases.
- Troubleshoot technical issues customers encounter during the eCommerce shopping and management process.
- Address questions related to product specifications, pricing, and availability.
- Help customers track orders and provide updates on delivery status.
- Investigate and resolve customer complaints, ensuring a positive resolution.
- Collaborate with internal teams to resolve complex issues or escalate to higher levels when necessary.
- Update customer profiles and records with accurate and relevant information.
- Keep up-to-date with product offerings, promotions, and company policies.
- Stay informed about changes to the website's features, layout, and functionalities.
- Communicate effectively with customers to provide clear and concise information.
- Document interactions and issues using internal systems or customer relationship management (CRM) tools.
- Continuously enhance product knowledge to provide accurate and up-to-date information.
- Participate in team meetings and training sessions to improve skills and share knowledge.
- Adhere to response time targets and service level agreements for customer support.
- Maintain a positive and empathetic attitude while interacting with customers.
- Strive to exceed customer expectations and create a delightful shopping experience.
- Collect and relay customer feedback to relevant teams to contribute to product improvements.
- Handle high volumes of customer inquiries while maintaining quality and efficiency.
Job Types: Permanent, Full-time
Schedule:
- Day shift
- Monday to Friday
Ability to commute/relocate:
- Mississauga, ON: reliably commute or plan to relocate before starting work (required)
Experience:
- IT support: 1 year (preferred)
Licence/Certification:
