Gierd

• Monitor and respond to buyer messages to assist with purchases, product information, shipping concerns, and returns inquiries. • Manage and resolve marketplace inquiries, return requests, and refund denials, to protect seller funds and status, ensuring accurate, well-documented submissions. • Assist in reporting and insights on reason for contact, return reasons, outcomes, trends, and opportunities for improved response time rates. • Conduct trend and root cause analysis to identify recurring issues, recommend solutions, and strengthen processes. • Handle customer inquiries by CRM, telephone, email, online chat, online Q&A, and any other relevant means of communication with buyers and our Customers. • Answer inquiries through full understanding and clarity of buyer needs by researching, locating, and providing appropriate information and service. • Suggest solutions, offering troubleshooting, when a product malfunctions. • Take ownership of achieving individual and customer performance targets and KPIs, ensuring accountability for all required SLA standards. • Escalate critical buyer or Customer inquiries and issues to the appropriate internal team or leadership. • Improve customer service quality results by working with the leadership team to respond with processes and prompts that improve service metrics.