RunRemote

Ecommerce Customer Service Representative

RunRemote

full-time

Posted on:

Location Type: Remote

Location: Australia

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Salary

💰 A$1,600 - A$2,000 per month

About the role

  • Be the first point of contact for customer enquiries across email, social media and live chat.
  • Allocate enquiries from central channels to the appropriate teams or departments.
  • Follow procedures to resolve customer queries in a timely manner and escalate where necessary.
  • Assess incoming tickets to prioritise urgency and support needs.
  • Maintain customer accounts and detailed records of interactions, inquiries, complaints, and comments.
  • Use knowledge of products or services to resolve queries or forward them to the appropriate staff.
  • Record and provide detailed information when escalating tickets to ensure smooth handover.
  • Manage and track progress of customer tickets, ensuring timely follow-ups and resolution.
  • Solve customer queries regarding delayed or missing online orders by investigating with shipping carriers.
  • Collaborate with internal teams, suppliers, and couriers to resolve customer issues and close communication loops.
  • Report recurring issues to management for improvement.
  • Respond to enquiries related to contact lens orders and accounts.
  • Liaise with stores and suppliers to resolve queries.
  • Escalate unresolved issues and report system problems to management.
  • Provide support to retail teams on customer and system-related queries.
  • Respond to enquiries regarding systems and customer issues.
  • Demonstrate professionalism, adaptability, and resilience in all interactions.
  • Build strong relationships and communicate effectively.
  • Maintain a focus on improving personal performance and key metrics.

Requirements

  • At least 5+ years of customer service experience, with a strong focus on live chat support, preferably within the eCommerce or retail industry.
  • Must possess excellent customer service skills, ensuring a positive, professional, and solution-oriented experience for every customer.
  • Proficiency with CRM tools like Intercom.
  • Proficiency with Google and Microsoft suite programs (PPT and Google slides included).
  • Ability to respond appropriately under pressure, demonstrating sound judgment, excellent problem-solving skills, and a positive attitude, while effectively building strong relationships with clients.
  • Superb written and verbal communication skills.
  • Outstanding service attitude and stakeholder management.
  • Highly trainable, self-motivated, and passionate about customer service and people.
  • Demonstrates a high level of reliability and responsiveness, ensuring timely follow-ups, consistent communication, and prompt resolution of tasks and inquiries.
  • Trustworthy and can handle sensitive information.
  • A desire to make a change, suggest improvements, and get the job done.
  • A sense of urgency and the ability to work towards deadlines.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicelive chat supportproblem-solvingticket managementCRM toolsGoogle SuiteMicrosoft Suiterecord keepingenquiry resolutionorder management
Soft Skills
communicationadaptabilityresiliencerelationship buildingprofessionalismself-motivationreliabilityresponsivenessstakeholder managementpositive attitude