Digital Customer Experience Support

Innovate to solve the world's most important challenges

Digital Customer Experience Support

Role Overview:

An eCommerce Support team member that handles both internal and external requests related to eCommerce/Portal operations. This role involves providing timely and effective support to ensure smooth eCommerce/Portal activities.

Key Responsibilities:

1. Customer Inquiries:

• Respond to and resolve eCommerce/Portal-related inquiries and issues from customers via email, phone, or chat.
• Assist customers with order processing, payment issues, and account management.
• Provide information on products, services, and promotions.

• Address internal requests from various departments (e.g., marketing, sales, logistics) related to eCommerce/Portal operations.
• Support the eCommerce/Portal team with administrative tasks and data management.

• Log and track all support requests in the ticketing system.
• Work with IT and development teams to resolve technical issues.
• Escalate complex issues to the appropriate teams and follow up until resolution.

• Capturing feedback and share it with the Project teams.
• Analyze support request trends and identify areas for improvement.
• Generate regular reports on support activities, including response times, resolution rates, and customer satisfaction.

• Contribute to the development and improvement of support processes and workflows.
• Provide feedback to improve the eCommerce platform/Portal and user experience.

• Create and maintain support documentation, FAQs, and user guides.
• Train new team members on support procedures and best practices.

Skills and Qualifications:

• Experience in eCommerce operations and customer support.
• Strong communication and interpersonal skills.
• Proficiency in using support ticketing systems (SAP, SFDC, Hybris).
• Ability to multitask and manage time effectively.
• Analytical skills and attention to detail.
• Advanced English level.