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Customer Service Representative- E-commerce- Call Centre

Waterloo, ON
Full Time
3 days ago
Position Summary:

Perform accurate and efficient front line contact center functions for ecommerce customers. This includes placing or modifying orders, checking order status, processing product exchanges and returns, issuing adjustments/credits and promotions, and recommending/selling and upselling products. This position works within a team structure to provide quality customer care and efficient call/online handling.

Overall Responsibilities :
  • Provides order support to customer via phone, chat and email
  • Respond to general questions and facilitate problem resolution
  • Provide information, recommendations and sales based on identified customer needs
  • Recommend products and sell/upsell as appropriate
  • Provide complete resolutions to customers through process adherence
  • Recognize when to escalate complaints or scenarios falling outside the support boundaries
  • Perform other related duties as required

    Job Requirements:
  • Experience working in order support or with E-commerce environments
  • Excellent written and verbal communication skills in required language
  • Minimum typing speed of 40 WPM required
  • Successfully communicate with customers to learn about their needs and expectations
  • Multitask and manage multiple, simultaneous customer interactions
  • Problem solving and troubleshooting skills
  • Recognize a sales opportunity and assist a customer to achieve their needs
  • Convey information in a manner that is easy to understand with varied communication styles
  • Comfortable in a dynamic and fast-paced environment
  • Intermediate Windows based PC and software knowledge
  • Attention to detail
  • Customer Centricity