Customer Care Support Executive -Ecommerce

Job purpose:

As a Customer Care Representative for ZEISSs Omnichannel Online Sales Platform, you will be at the forefront of providing exceptional customer service to our online customers. Your role will involve delivering expert product consultations, assisting with order and refund status inquiries, and providing updates on customer service tickets. Additionally, you will play a key role in driving online sales conversions by engaging users who have abandoned their purchase journeys at various stages. Your goal is to ensure a seamless, positive, and responsive experience for every customer interaction, helping them make informed decisions and resolve their issues swiftly.

Main Accountabilities

1. Product Consultation:

• Provide detailed and accurate information about ZEISS spectacles and other optical products, helping customers make informed decisions based on their preferences and needs.
• Guide customers through the features, benefits, and specifications of different spectacle models, lenses, and accessories.

2. Order Status and Refund Inquiries:

• Assist customers with tracking their online orders and provide timely updates on delivery statuses.
• Address and resolve inquiries regarding refunds, exchanges, or returns, ensuring smooth processes and customer satisfaction.

3. Customer Service Ticket Management:

• Respond to customer service tickets in a timely and professional manner, ensuring all queries and issues are addressed efficiently.
• Escalate unresolved or complex issues to appropriate teams, ensuring quick resolution and maintaining customer trust.

4. Sales Conversion and Customer Engagement:

• Actively engage with customers who have abandoned their shopping carts or dropped off at any stage of the online purchase journey.
• Proactively reach out to customers through different communication channels (e.g., email, live chat, phone) to understand their concerns and guide them back to complete the sale.
• Utilize customer insights and feedback to personalize sales offers, discounts, or product recommendations that encourage conversion.

5. Omnichannel Support:

• Offer seamless support across multiple platforms, including live chat, email, social media, and phone support, ensuring a unified customer experience.
• Ensure that all customer interactions are logged, tracked, and managed effectively in the companys CRM system for future reference and follow-up.

6. Collaboration and Team Support:

• Work closely with the sales, product, and logistics teams to ensure that customer queries are resolved quickly and accurately.
• Share customer feedback and insights with the relevant teams to improve the overall product offering and customer experience.

Candidate Requirement

• Experience:
• Minimum 1-2 years of experience in Optometry, customer service, sales, or retail, preferably in an online environment.
• Experience in omnichannel support (e.g., chat, email, phone, social media) is highly preferred.
• Familiarity with CRM tools, order management systems, and customer service ticketing platforms.
• Excellent verbal and written communication skills, with the ability to engage and communicate effectively with customers from diverse backgrounds.