eCommerce Customer Support - (HR31012DB)

Job Title: eCommerce Customer Support
Location: Remote (EST Time zone)
Salary Range: up to 2500 USD

Work Schedule: Monday - Friday, 9:00 AM to 5:00 PM (EST)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:
Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

About the Company:
Specializes in building successful eCommerce brands across platforms like Amazon, Shopify, and Walmart. With a focus on innovation and creating exceptional customer experiences, our diverse portfolio emphasizes quality and customer satisfaction.

Position Overview:
We are seeking a highly motivated eCommerce Customer Support Specialist with expertise in pool and spa care to provide exceptional service for our eCommerce brands. This role requires an in-depth understanding of customer service principles, technical knowledge in pool and spa maintenance, and the ability to foster strong customer relationships across various platforms.

Key Responsibilities:

• Customer Inquiry Management:
  Manage inbound inquiries across multiple channels, including email, chat, and social media, using Gorgias. Respond to voicemails and make outbound follow-up calls within two hours. Provide immediate responses to live chat inquiries, aiming for a response time of five minutes or less.

• Amazon and eCommerce Support:
  Handle Amazon-related tasks, such as responding to negative reviews, processing courtesy refunds, and troubleshooting customer issues. Address customer inquiries on Shopify, Walmart, and other eCommerce platforms within two hours.

• Reporting and Feedback:
  Compile weekly reports highlighting trends, customer feedback, and product review insights. File reimbursement claims for lost or damaged shipments with Amazon or partner warehouses.

• Social Media and Engagement:
  Respond to product-specific queries escalated from social media platforms. Escalate issues as needed, ensuring customers are informed during the process.

Skills & Qualifications:

Required:

• Prior experience in customer support, preferably within the eCommerce or retail industry.
• Expertise in pool and spa maintenance or water chemistry.
• Strong verbal and written English communication skills with a personable tone.
• Proficiency in customer support platforms like Gorgias or similar tools.

Nice-to-Haves:

• Familiarity with Amazon, Shopify, and Walmart platforms.
• Analytical skills to identify customer trends and areas for improvement.
• Experience using collaboration tools like Microsoft Teams.

Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and an introductory video in English format.