Experience:
0-1 year of experience
Principal Duties & Responsibilities:
- This position is responsible for providing customer service support for direct inbound customer service communications in a manner that lives up to See’s high standards for customer service
- Answers incoming communications (voice calls) regarding request for order updates and inquiries; assists with general customer service questions/comments
- Assesses all customer service issues with the goal of “first contact resolution” on all technical and order related issues. Resolves any concerns customers encounter with See’s website and/or other website questions or escalates as needed.
- Maintains complete and accurate records of all customer interactions utilizing case management in Salesforce Service Cloud.
- Identifies opportunities to enhance technology and innovation that will enhance departmental effectiveness.
- Performs related tasks as assigned by management.
Skills:
- Minimum one year e-commerce customer service experience preferred.
- General understanding of e-commerce CRM (Salesforce Commerce Cloud) will be added advantage; understanding of typical issues associated with online ordering (e.g., order updates, cancellation, replacements, etc.).
- Pleasant and professional written customer service communication skills required. Excellent grammatical skills.
- Excellent attention to detail, strong organization skills and the ability to multitask are required. Expectations include accountability, taking initiative, having pride in one’s work and striving for continuous improvement.
- Competency regarding general business software tools (e.g., Word, Excel, email, etc.) and internet skills a must.
- Proven ability to learn new technologies quickly and manage change efficiently, proactively and in a positive manner.
- Experience with a case management solution such as Zendesk or Salesforce Service Cloud is preferred.
- Min typing speed of 30-40 WPM is required.
Qualification:
Bachelor’s Degree
