Job Description: Voice, Email & Chat Process Representative
Position Overview:
We are seeking a highly motivated and customer-oriented individual to join our e-commerce
company as a Voice, Email & Chat Process Representative. As part of the Customer Service team,
you will be responsible for providing exceptional customer support through various communication
channels including voice calls, emails, and chat messages. Your primary focus will be to assist
customers with their inquiries, resolve issues, and ensure a positive and satisfactory customer
experience.
Responsibilities:
Respond promptly and professionally to customer inquiries via phone calls, emails, and chat
messages.
Provide accurate information and support regarding product features, pricing, orders, refunds, and
other inquiries related to our e-commerce platform.
Assist customers in placing orders and resolving any order-related issues.
Troubleshoot and resolve customer complaints, concerns, and technical issues effectively, escalating
complex cases when necessary.
Follow up with customers to ensure their issues are fully resolved and provide feedback on any
recurring problems or trends.
Maintain comprehensive and up-to-date knowledge of our products, promotions, policies, and
procedures to provide accurate information to customers.
Utilize customer service tools, software, and systems to manage customer interactions, update
customer profiles, and document all customer interactions accurately.
Identify opportunities to improve customer service processes and actively contribute to the
development and implementation of new initiatives.
Collaborate closely with other departments, such as Tele - Sales, Services Team, and Operations, to
address customer needs and resolve issues efficiently.
Meet individual and team performance targets, including response time, resolution time, customer
satisfaction, and quality assurance metrics.
Qualifications:
Graduate or equivalent; additional education or certifications in customer service or related fields is
a plus.
Proven experience in a customer service role, preferably in a voice, email, and chat support
environment. E-commerce industry experience is highly desirable.
Excellent verbal and written communication skills with a professional and friendly demeanor.
Proficient in using customer support software, email platforms, and chat tools.
Strong problem-solving skills and the ability to handle customer complaints with empathy and
patience.
Ability to multitask, prioritize, and manage time effectively in a fast-paced, dynamic work
environment.
Detail-oriented with a focus on accuracy in data entry and documentation.
Strong team player with excellent interpersonal skills and the ability to work collaboratively with
cross-functional teams.
Flexibility to work in rotating shifts, including evenings, weekends, and holidays, as required.
Knowledge and understanding of e-commerce platforms, online shopping processes, and common
customer concerns is preferred.
We offer competitive compensation, benefits, and opportunities for growth within our expanding
organization. If you are passionate about providing exceptional customer service and thrive in a fastpaced e-commerce environment, we encourage you to apply for the Voice, Email & Chat Process
Representative role. Join our team and be part of our commitment to delivering an outstanding
