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RunRemote is your trusted hiring partner for the top rated overseas talent.
Ecommerce Customer Service Representative
Location
Australia
Posted
131 days ago
Salary
$1.6K - $2K / month
Seniority
Senior
Job Description
Ecommerce Customer Service Representative
RunRemote
• Be the first point of contact for customer enquiries across email, social media and live chat. • Allocate enquiries from central channels to the appropriate teams or departments. • Follow procedures to resolve customer queries in a timely manner and escalate where necessary. • Assess incoming tickets to prioritise urgency and support needs. • Maintain customer accounts and detailed records of interactions, inquiries, complaints, and comments. • Use knowledge of products or services to resolve queries or forward them to the appropriate staff. • Record and provide detailed information when escalating tickets to ensure smooth handover. • Manage and track progress of customer tickets, ensuring timely follow-ups and resolution. • Solve customer queries regarding delayed or missing online orders by investigating with shipping carriers. • Collaborate with internal teams, suppliers, and couriers to resolve customer issues and close communication loops. • Report recurring issues to management for improvement. • Respond to enquiries related to contact lens orders and accounts. • Liaise with stores and suppliers to resolve queries. • Escalate unresolved issues and report system problems to management. • Provide support to retail teams on customer and system-related queries. • Respond to enquiries regarding systems and customer issues. • Demonstrate professionalism, adaptability, and resilience in all interactions. • Build strong relationships and communicate effectively. • Maintain a focus on improving personal performance and key metrics.
Job Requirements
- At least 5+ years of customer service experience, with a strong focus on live chat support, preferably within the eCommerce or retail industry.
- Must possess excellent customer service skills, ensuring a positive, professional, and solution-oriented experience for every customer.
- Proficiency with CRM tools like Intercom.
- Proficiency with Google and Microsoft suite programs (PPT and Google slides included).
- Ability to respond appropriately under pressure, demonstrating sound judgment, excellent problem-solving skills, and a positive attitude, while effectively building strong relationships with clients.
- Superb written and verbal communication skills.
- Outstanding service attitude and stakeholder management.
- Highly trainable, self-motivated, and passionate about customer service and people.
- Demonstrates a high level of reliability and responsiveness, ensuring timely follow-ups, consistent communication, and prompt resolution of tasks and inquiries.
- Trustworthy and can handle sensitive information.
- A desire to make a change, suggest improvements, and get the job done.
- A sense of urgency and the ability to work towards deadlines.
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