Customer Service Specialist

Job Description

REQUIREMENTS

• High school diploma or equivalent required.
• 2–3 years of experience in Customer Service, Sales Support, or E-commerce.
• 1–2 years in a Contact Center environment, including multichannel interactions i.e., phone, chat, email, SMS.
• Proven ability to drive customer retention, satisfaction, and repeat engagement.
• Strong communication, empathy, and active listening skills with a sales mindset that identifies customer needs and solutions.
• Detail-oriented and organized, with strong follow-through and a results-driven mindset.
• Thrives in a fast-paced environment while maintaining accuracy and professionalism.
• Confident in handling escalations, making independent decisions, and owning results.
• Positive attitude, team-oriented, and motivated to contribute to customer loyalty and business growth.
• Flexible to work varying shifts to meet business demands.

RESPONSIBILITIES

• Provide an outstanding customer experience across all channels in all regions, including but not limited to, email, phone, chat, and SMS.
• Handle escalated and complex inquiries with empathy, professionalism, and accuracy.
• Promote customer loyalty and retention by reinforcing the value of our client and ensuring a positive resolution to every issue.
• Take ownership of customer concerns from start to finish, ensuring timely and effective outcomes.
• Drive customer engagement and repeat use by proactively educating users on our client’s features, policies, and programs.
• Balance customer advocacy with business priorities to deliver fair, consistent, and brand-aligned resolutions.
• Identify opportunities to improve customer satisfaction, retention, and sales conversion through service excellence.
• Detect and act on potential fraudulent activity to protect both customers and our client’s marketplace.
• Support top-tier users through programs like Early Seller Payout and Bulk Shipping, ensuring premium service for high-value customers.
• Share insights and feedback from customer interactions to inform improvements across operations, products, and processes.

Are you interested in this position?

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