E-Commerce Customer Experience Manager

My client is a well-established company in the small kitchen appliance sector, specializing in high-quality products such as toaster ovens, kettles, and air fryers. They are seeking a Customer Support Specialist to join their Customer Service team and help maintain their excellent reputation on Amazon and other marketplace platforms.This role focuses on managing and enhancing the e-commerce customer experience. It is pivotal in upholding their brand reputation and ensuring customer satisfaction across their online marketplace presence.Key Responsibilities:• Monitor and manage customer feedback across Amazon and other marketplace platforms• Proactively identify and resolve customer issues before they escalate• Process refunds and manage our customer-friendly replacement policy• Generate and distribute daily reports on support requests and customer reviews• Actively engage with customers who leave reviews, particularly addressing concerns from negative reviews• Utilize our product support portal and chat system to provide immediate customer assistance• Track and document all customer interactions and resolutionsRequired Qualifications:• Previous customer service experience required• Strong computer literacy with ability to navigate multiple systems• Experience with order management systems and reporting tools• Excellent written and verbal communication skills• Strong problem-solving abilities and attention to detail• Ability to work independently while contributing to a team environment

Created: 2025-02-09