As the Customer Service Tier I/II Specialist or Subject Matter Expert, you will handle inbound calls, emails, and chat in a fast-paced, high-volume call center. You will interact with customers to assist with questions on the use and troubleshooting of issues. You will also route calls to other departments based on the customers' needs. You will provide customer service by assisting with customer concerns and managing escalations of your team members. The role includes providing support, product overview, and basic technology instructions. Customer Service Specialists provide general assistance, as needed, to achieve and maintain success and satisfaction.
Responsibilities Handling of escalated inbound/outbound customer calls, chats, and emails.Create/Modify call scripting.Create/Modify/Update Knowledge Base.Responsible for time management, adherence to schedule, and attendance of self and team members.Follow all regulatory policies, procedures, privacy, and security standards in accordance with company policies.Candidate Requirements 2-4 years of experience working in a retail e-commerce domain.Exceptional verbal and written communication skills for the English language.Strong computer skills, proficiency navigating multiple websites and platforms.Proficient in Microsoft Office, Google Workspace, and call center software.Team management experience.Versatility, flexibility, and willingness to work within constantly changing priorities.Friendly, confident, and capable phone presence.Strong attention to detail, recognizing the importance of accuracy.Experience managing multiple tasks across various channels.Process-oriented yet adaptable, able to learn quickly in changing situations.Effective at problem-solving, negotiation, and resolving conflicts in a constructive manner.Maintain a customer-focused approach even under pressure.Flexible availability, willing to work a rotating schedule.Collaborative team player with the ability to work independently.Candidate Qualifications High School diploma or equivalent.Experience in the retail domain.Bachelor's Degree.
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