E-commerce Customer Service Specialist

Overview

As a Communications Specialist at the Outdoor Gear Exchange, you play a pivotal role in ensuring exceptional customer satisfaction through effective communication channels. You will manage customer interactions via phone, email, and chat, focusing on online orders, warranty, special and group orders, 30-day guarantee procedures, online gift cards, address verification, and fraud prevention, as well as overseeing the online returns process.

• Customer Service:
  Handle customer inquiries and concerns through phone, email, and chat; provide timely and accurate information to customers to ensure a positive experience.
• Order Management:
  Address and resolve issues related to online orders promptly; ensure smooth processing of warranty claims and adherence to the 30-day guarantee procedures; accurately manage and document special orders and group sales, ensuring clear communication and timely fulfillment.
• Gift Cards:
  Manage and assist customers with online gift card inquiries and transactions; ensure secure and efficient issuance and redemption of gift cards.
• Address Verification and Fraud Prevention:
  Execute address verification procedures to enhance accuracy; monitor and prevent fraudulent activities, taking appropriate actions as necessary.
• Online Returns:
  Oversee the online returns process, guiding customers through the steps; process returns both physically and digitally and pass them to the logistics team for necessary next steps; ensure compliance with company policies and procedures for returns.

• High school diploma or equivalent; additional education in a related field is preferred.
• Proven experience in customer service, preferably in an online retail environment.
• Proven experience with sales of outdoor recreation categories.

• Excellent internal and external communication skills, both written and verbal.
• Strong problem-solving abilities and attention to detail.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.
• Familiarity with e-commerce platforms and customer service tools.