About Company
Propelling careers forward is the core mission at Career.zycto. We are a dynamic recruitment firm dedicated to connecting talented individuals with leading companies that prioritize innovation and a supportive work culture. For an E-commerce Support professional, Career.zycto offers a gateway to roles where your problem-solving skills and customer focus are genuinely valued, empowering you to thrive in a flexible, remote environment. We partner with organizations that invest in their teams, ensuring a fulfilling professional journey for every candidate we place. Join us in shaping the future of remote work.
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Job Description
As an E-commerce Support Specialist working remotely from Serangoon Central, Singapore, you will be the front-line hero for our clients’ online customers. This pivotal role involves providing exceptional assistance to users navigating e-commerce platforms, resolving issues efficiently, and ensuring a seamless shopping experience. You’ll be instrumental in maintaining customer satisfaction and loyalty by addressing inquiries related to orders, products, shipping, returns, and technical glitches with professionalism and empathy. Your contributions directly impact customer retention and the overall brand reputation of our client’s online stores.
Your day-to-day will involve responding to customer queries across various channels including email, chat, and potentially phone, utilizing your keen problem-solving abilities to troubleshoot and guide customers effectively. We’re looking for someone who can not only solve immediate problems but also identify patterns in customer feedback to suggest improvements for the e-commerce platform and overall customer journey. This isn’t just about answering questions; it’s about building trust and rapport, turning potentially frustrating situations into positive interactions and fostering long-term customer relationships. You will meticulously document interactions and resolutions, contributing to a robust knowledge base that aids both customers and fellow support team members.
The ideal candidate possesses a strong understanding of e-commerce operations, excellent communication skills, and a genuine passion for helping people. You’ll be joining a forward-thinking environment where your initiative is valued, and continuous learning is encouraged. Given the remote nature of this position, self-discipline, strong organizational skills, and the ability to work independently are paramount. You’ll be equipped with the necessary tools and training to excel, but your proactive approach to learning and adapting to new technologies and platform updates will be key to your sustained success. We believe in empowering our team members with the autonomy to manage their workflow effectively while meeting performance metrics.
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This role offers a unique opportunity to contribute significantly to the success of diverse e-commerce businesses from the comfort of your home. You’ll be part of a vibrant team, albeit virtually, collaborating with colleagues and managers to uphold high service standards. You will have opportunities to grow within the customer service domain, potentially specializing in specific product lines or taking on more complex escalations. If you are passionate about customer satisfaction, adept at navigating online systems, and thrive in a dynamic, remote setting, this E-commerce Support role is an exciting next step in your career. Join us in delivering unparalleled support and enhancing the digital shopping experience for thousands of customers globally.
Key Responsibilities
- Provide prompt and professional customer support via email, chat, and phone regarding e-commerce orders, products, shipping, and returns.
- Troubleshoot and resolve technical issues encountered by customers on the e-commerce platform.
- Process orders, manage returns, exchanges, and refunds in accordance with company policies.
- Maintain accurate records of customer interactions and resolutions using CRM software.
- Collaborate with internal teams (e.g., logistics, IT, marketing) to resolve complex customer issues.
- Identify and escalate urgent or recurring customer issues to relevant departments.
- Contribute to the development and maintenance of FAQs and knowledge base articles.
- Provide feedback on customer pain points to help improve the e-commerce platform and user experience.
- Stay updated with product knowledge, promotions, and e-commerce platform changes.
- Adhere to service level agreements (SLAs) and performance targets.
Required Skills
- Proven experience in a customer service or support role, preferably within e-commerce.
- Excellent written and verbal communication skills in English.
- Strong problem-solving abilities and a customer-centric mindset.
- Proficiency with e-commerce platforms (e.g., Shopify, Magento, WooCommerce) and CRM software.
- Ability to work independently and manage time effectively in a remote setting.
- Tech-savvy with the ability to quickly learn new software and systems.
- High-speed internet connection and a dedicated, quiet home office space.
Preferred Qualifications
- Associate's or Bachelor's degree in a relevant field.
- Experience with ticketing systems like Zendesk, Freshdesk, or similar.
- Familiarity with digital marketing concepts and online sales funnels.
- Ability to speak additional languages (e.g., Mandarin, Malay) is a plus.
- Previous experience in a remote work environment.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Flexible remote work environment, saving on commute time and costs.
- Opportunities for professional development and continuous learning.
- Health and wellness benefits (specifics can be discussed).
- Dynamic and supportive virtual team culture.
- Generous annual leave and public holidays.
- Access to modern tools and technology for remote work.
How to Apply
To apply for this exciting E-commerce Support, Work from Home position, please click on the application link below. Ensure your resume highlights your relevant experience in e-commerce customer service and your ability to thrive in a remote work environment. We look forward to reviewing your application!
