Customer Experience Specialist

Employment Type : Full Time

Cebu / Baybay Site : Full Onsite

Schedule : Graveyard Shift

Salary Range : The salary will be customized according to their level of experience. Subject to evaluation.

JOB DESCRIPTION :

Provides an excellent online shopping experience to all customers across all marketplaces by resolving issues through timely responses to customer emails, inbound and outbound calls, voicemails, and live chat. He / she will also perform special projects designated by the Team Manager.

RESPONSIBILITIES :

• Provides customer service for Amazon 2P and 3P accounts and monitors their performance on Amazon.
• Represents the brands to which he / she is assigned and familiarizes themselves with each brand’s online selling policies.
• Ensures that assigned brands achieve excellent performance ratings on Amazon and other marketplaces.
• Addresses customer queries related to orders processed through Amazon, the company's website, and physical stores by coordinating primarily with the Supplier Management group, as well as the Listings, Inventory, Pricing, and Warehouse Teams.
• Provides customers with shipment status updates.
• Confirms, cancels, and processes refunds for orders as needed.
• Sends out notifications for order delays.
• Coordinates with shipping carriers to investigate lost packages and defective product claims.
• Builds customer trust and earns positive feedback.
• Updates internal tools, such as spreadsheets.
• Helps maintain excellent metrics on Amazon and other marketplaces.
• Handles special projects assigned by the Manager.
• Supports the Customer Service Manager and acts as the point of contact in the absence of the Manager or when needed.

ESSENTIAL REQUIREMENTS :