What are the responsibilities and job description for the Customer Care Associate position at etaily?
Principal Duties & Responsibilities:
The Customer Care Associate is responsible for providing product and service information and resolving product and service problems of the clients and brands that etaily supports. The job of a CSR includes but is not limited to clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution. A key expectation is to have the flexibility to handle multiple channels and switch between B2B and B2C functions.
Job Responsibilities:
- Coordinate and report directly to the CS Manager.
- Professionally handle high volumes of incoming customer inquiries (calls, emails, chats, social media, back office, and other B2C/B2B channels).
- Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers regarding products and services where applicable.
- Resolve customer issues via one-touch resolution guidelines and/or escalated processes.
- Maintain a balance between company policy and customer benefit in decision-making.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers.
- Demonstrate the company culture through both behavior and attitude.
- Performs other duties or responsibilities as assigned.
Job Qualifications:
- Minimum of 1-2 years handling Customer Service
- With Omni-Channel Experience (Chats, Emails, Phone, Social Media)
- At least 15Mbps- amenable to joining video calls lasting for an hour or two.
- Must have own laptop/desktop.
- Must be amenable to working under the pressure and stress of a startup company.