Ecommerce Email Customer Service Agent

About the Company
We are a Netherlands-based company specializing in the management of multiple ecommerce brands. With our extensive experience and expertise, we oversee the operations and logistics of various ecommerce enterprises, ensuring smooth and efficient processes. Through our dedicated efforts, we strive to drive growth and success for the ecommerce companies we manage, fostering mutually beneficial partnerships and delivering exceptional value to both customers and businesses alike.

We are seeking highly motivated and experienced Email Customer Service Agents to join our team!

About the Role
The Email Customer Service Agent involves providing assistance and support to customers through email communication.

Responsibilities:
- Answer customer questions, concerns, and inquiries via email promptly and professionally. This includes providing accurate information, addressing complaints, and offering solutions.
- Assist customers in resolving product or service-related issues by providing troubleshooting steps, explaining technical details, or guiding them through the resolution process.
- Handle customer orders, including processing new orders, updating existing orders, verifying payment details, and tracking shipments. This may involve coordinating with other departments such as logistics or finance.
- Manage customer accounts by updating personal information, addressing billing inquiries, managing subscriptions, and assisting with account-related issues.
- Organize and prioritize incoming emails, categorize and tag messages, maintain email templates or canned responses, and follow established guidelines and procedures for email handling.
- Record and document customer interactions, inquiries, complaints, or feedback in a customer relationship management (CRM) system or other tracking tools.

Qualifications:
- 1 year experience in a similar role in the ecommerce industry
- Experience in using Shopify as a CS agent
- Exceptional problem-solving and decision-making abilities
- Excellent communication and interpersonal skills
- Proficiency customer service software such as Gorgias, CRM systems, and other relevant tools