Sr. Customer Support Specialist/Expert

We are seeking a highly skilled and experienced customer service support to join our ecommerce company. As a Sr. Customer Support, you will be the primary point of contact for our customers. You will be responsible for responding to customer inquiries, resolving customer issues, and providing general support to ensure a positive customer experience.

About the Company:
Conversion Ecommerce is a conversion ecommerce agency specializing in helping online retailers optimize their sales and marketing efforts to increase conversions and revenue. We work with clients in a variety of industries and offer a range of services, including conversion rate optimization, website design and development.

Why Join Us?
- Our company values continuous learning and personal development, and we offer numerous opportunities for growth and advancement. If you have felt limited in your growth and skill development at previous companies, you will find a supportive and empowering environment with us. We believe in pushing ourselves and our employees to constantly learn and improve, and we provide challenging and stimulating work to facilitate this. “We highly value the principle of always striving to be better and welcome individuals who share this mindset.”
- As a token of appreciation for their hard work, our company offers a 13th month pay bonus to all employees at the end of the year. We also have a system in place for awarding performance bonuses to standout tea ---------- mbers on a periodic basis.
- We are seeking talented and motivated individuals with a strong work ethic to join our team. If you are driven to learn and grow and thrive in a startup work environment, we encourage you to apply. We are not looking for candidates who are seeking a role with minimal mental effort.
- As a member of our startup team, you will have the opportunity to work closely with the CEO and receive personal mentorship. Our leadership team is comprised of highly skilled and motivated individuals, and we encourage all members of our team to develop their leadership skills.
- Our company is highly flexible and accommodating to the needs of our employees. Work can be completed remotely, and we offer a degree of flexibility with regard to working hours. If you require time off, we are happy to accommodate your request.
- At our company, we have a strict policy against nepotism and favoritism. All decisions regarding promotions and rewards are based solely on merit, not personal connections. We strive to create a workplace free of politics, where all employees are treated fairly and evaluated based on their qualifications and performance.

Job Description:
As a Sr. Customer Support Specialist, you will be responsible for managing all customer inquiries, complaints, and feedback. This includes answering customer questions via phone, email, and chat, resolving issues and complaints, and escalating matters to the appropriate team when necessary. You will also be responsible for maintaining accurate and up-to-date customer information in our database and providing customers with product and service ---------- addition to customer service, you may also be asked to assist with other tasks such as order processing and returns, as well as maintaining a positive and professional image for our company.

Responsibilities:
- Respond to customer inquiries via phone, email, and social media channels in a timely and professional manner
- Resolve customer complaints and issues in a satisfactory manner
- Monitor and track customer feedback and escalate any recurring issues to management
- Contribute to the development and implementation of customer service strategies and policies
- Stay up-to-date on company policies, procedures, and products to effectively assist customers
- Meet or exceed established customer service goals and metrics
- Participating in ongoing training and development to improve customer service skills
- Monitor and track customer interactions and feedback to identify and address trends and patterns in customer feedback
- Use customer service software and tools to manage customer interactions and track customer satisfaction

Skill Set & Experience
It would be nice if you have the following ?
- Excellent communication skills, both written and verbal
- Strong problem-solving and conflict resolution skills
- Ability to work independently and as part of a team
- Ability to multitask and handle multiple customer inquiries simultaneously
- Passion for providing exceptional customer service and building customer loyalty

It would be even better if you have the following ?
- 2+ years of experience in customer service, preferably in an ecommerce setting
- Experience with Zendesk , Shopify, Amazon, Gorgias or similar customer service platform a plus
- High school diploma or equivalent; bachelor's degree preferred
- Proficiency with Microsoft Office, Clickup, Slack, and Google Drive
- Flexibility to work a variety of shifts, including evenings and weekends

We are looking for someone who is passionate about providing excellent customer service and who is dedicated to ensuring that our customers have the best possible experience. If you meet the qualifications and are excited about joining our team, we encourage you to apply!