Customer Service Advisor with Data Skills

About Us:

Ecomnova is a dynamic and rapidly growing UK-based e-commerce business specializing in Personalised Floral Gifting. We are passionate about providing exceptional customer experiences and are looking for talented individuals to join our remote team.

The Opportunity:

We are seeking enthusiastic and data-savvy Customer Service Agents to join our global team. This is an exciting opportunity to be a vital part of our customer success, directly impacting our brand reputation and customer loyalty. You'll be the first point of contact for our customers, resolving their queries, and providing valuable insights through data analysis to improve our processes.

Key Responsibilities:

- Customer Support: Provide exceptional customer service via email, live chat, and occasionally phone, addressing inquiries related to orders, products, shipping, and returns.
- Problem Resolution: Proactively identify and resolve customer issues efficiently and effectively, aiming for first-contact resolution.
- Data Analysis & Reporting:
- Utilize our CRM and other tools to extract and analyze customer interaction data.
- Identify trends, common issues, and areas for improvement in our products, services, and customer journey.
- Prepare regular reports on key customer service metrics (e.g., resolution time, customer satisfaction, common query types) for internal stakeholders.
- Provide actionable insights based on data to optimize customer experience and operational efficiency.
- Product Knowledge: Develop a deep understanding of our products and services to provide accurate and comprehensive information to customers.
- Process Improvement: Contribute to the continuous improvement of our customer service processes and knowledge base.
- Collaboration: Work closely with other departments (e.g., logistics, product development) to resolve complex customer issues.
What We're Looking For:

Experience:

Proven experience (2+ years preferred) in a customer service role, ideally within an e-commerce environment.
Data Skills:
Proficiency in using CRM and Ecommerce systems (e.g., Freshdesk, Magento)
Strong analytical skills with the ability to interpret data and identify trends.
Experience with spreadsheet software (e.g., Microsoft Excel, Google Sheets) for data manipulation and reporting.
Familiarity with data visualization tools is a plus.
Communication: Excellent written and verbal English communication skills, with a clear, concise, and empathetic approach.
Problem-Solving: Strong critical thinking and problem-solving abilities with a proactive mindset.
Tech-Savvy: Comfortable using various software and online tools.
Independent & Reliable: Ability to work independently and manage time effectively in a remote setting.
Home Office Setup: Reliable internet connection and a quiet, dedicated workspace.
Availability: Ability to work [mention specific hours or time zone alignment, e.g., UK business hours or flexible hours covering UK overlap].

What We Offer:

Competitive Salary: [Mention if competitive and/or offer a range if comfortable]
Remote Work: The flexibility and convenience of working from your home in the Philippines.
Growth Opportunities: Opportunities for professional development and career advancement within a growing company.
Supportive Team: Be part of a collaborative and friendly international team.
Impactful Role: Your work will directly contribute to the success and reputation of our brand.
How to Apply:

If you are a customer service superstar with a passion for data and meet the above requirements, we'd love to hear from you! Please submit your CV and a cover letter outlining your relevant experience and why you are a great fit for this role to [your email address or application portal link].