We are looking for a dedicated and customer-focused Customer Experience Advisor to join our Ecommerce team. In this role, you will be the first point of contact for our customers, delivering a high standard of service through both phone and email. Youll play a key part in ensuring customer satisfaction by resolving queries efficiently and professionally, while also contributing to the continuous improvement of the customer experience.
Key Responsibilities:
* Respond promptly to customer calls and emails, providing accurate information and resolving queries.
* Handle post-sales queries from both internal and external customers.
* Take ownership of customer complaints and ensure timely resolution.
* Maintain accurate records of all customer interactions and actions taken.
* Collaborate with internal teams to manage customer expectations and resolve issues.
* Ensure compliance with business processes and service level agreements (SLAs).
* Support credit management by understanding the financial impact of customer service decisions.
* Meet weekly and monthly objectives set by the Ecommerce Helpdesk Manager.
What Were Looking For:
Essential:
1. Previous experience in a customer service role.
2. Understanding of online trading, regulations, and standards.
3. Strong communication and interper...