Working Relationships: Working closely with the E-commerce Manager, Marketing, Sales, Logistics and Finance Departments.
Duties/ Overview: The role of the Customer Support Coordinator is to effectively manage end user customer relationships from initial contact through to resolution stage. Responsible for handling consumer sales/product/service inquiries via phone and email, including support for online orders.
1.Handle incoming customer inquiries via phone, email and other channels, providing excellent customer service at all times.
2.Place outbound calls to customers to advise and/or obtain information necessary to process orders and resolve issues.
3.Record all customer interactions ensuring that issues are resolved in a professional and timely manner.
4.Process web returns.
5.Liaise and build relationships with Marketing, Technical Support, Finance, and Sales to ensure effective resolution on all customer inquiries
6.Interact and communicate with our supplier and vendor partners regarding customer activity/orders.
7.Reporting on customer support, highlighting improvements and best practice.
8.Ensure smooth running of e-commerce flow through constant monitoring and taking appropriate action where needed.
9.Support other departments when required including both the Marketing and Sales Admin Teams.
10.To assist the E-commerce Manager as required in carrying out ad-hoc reporting tasks.
Knowledge and Skills Requirements
1.To be able to speak fluent French & English is essential (another language is advantageous).
2.Excellent communication skills (both written and verbal) including a warm telephone manner.
3.Previous customer service experience is essential with a genuine interest in customer care.
4.Previous experience working in E-commerce would be an advantage.
5.Excellent organizational skills with ability to multi-task and extremely detail oriented.
6.Ability to resolve complaints and queries ensuring a high level of customer service.
7.Proactive and highly motivated team player.
8.Proficient in all Microsoft Office Packages.
9.Ability to work to tight deadlines and to be able to demonstrate excellent time management skills.
1.Ability to work as part of a team and use own initiative - acts on various methods and strategies for solving problems and meeting objectives.
2.Willingness to learn and develop job skills.
The job title classification stated is not definitive and the employee may be required to carry out other duties from time to time.