E-Commerce Customer Support Specialist

Vintti is a dynamic staffing agency bridging the gap between Latin American talent and US-based businesses. We specialize in connecting skilled professionals from Latin America with small and medium-sized businesses, startups, and firms across the United States. Our mission is to provide top-tier staffing solutions that enable US companies to access a diverse pool of talented individuals while offering exciting career opportunities to Latin American professionals. By leveraging our extensive network and deep understanding of both markets, Vintti facilitates mutually beneficial partnerships that drive growth and innovation for our clients and candidates alike.

An E-Commerce Customer Support Specialist plays a crucial role in enhancing customer satisfaction by providing exceptional service through various digital channels. This role involves promptly addressing customer inquiries, resolving issues, and offering assistance related to products, orders, and delivery processes. Specialists maintain a thorough understanding of the company's offerings and e-commerce platform to provide accurate information. They effectively communicate with customers, troubleshoot problems, and escalate complex issues to appropriate teams. By prioritizing customer experiences, E-Commerce Customer Support Specialists help foster loyalty and drive repeat business.

- High school diploma or equivalent; bachelor’s degree preferred
- Proven experience in customer service or e-commerce support
- Excellent verbal and written communication skills
- Proficiency in using CRM systems and customer support software
- Familiarity with e-commerce platforms and order processing systems
- Strong problem-solving and critical-thinking abilities
- Ability to multi-task and manage time effectively
- High attention to detail and accuracy
- Ability to handle difficult or irate customers professionally
- Strong organizational and record-keeping skills
- Ability to work both independently and as part of a team
- Willingness to work flexible hours, including nights, weekends, and holidays as needed
- Basic understanding of social media platforms for customer service purposes
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
- Ability to continuously learn and adapt to new tools and technology
- Customer-oriented mindset with a passion for delivering exceptional service
- Experience working in a fast-paced environment with high call or inquiry volumes
- Strong familiarity with the company's products, services, and policies (can be trained on the job)

- Respond to customer inquiries via email, chat, and phone.
- Resolve customer issues and order discrepancies.
- Process returns, refunds, and exchanges.
- Collaborate with shipping and logistics teams.
- Update customer information and order details in the CRM system.
- Provide product information and guidance to customers.
- Escalate complex customer issues to appropriate departments.
- Monitor social media channels for customer service inquiries.
- Maintain detailed records of customer interactions.
- Conduct follow-up communications to ensure issue resolution.
- Identify and report recurring customer issues.
- Participate in team meetings and training sessions.
- Assist with the creation and maintenance of support FAQs and guides.
- Track and report on key customer service metrics.
- Suggest improvements to customer service processes.

The ideal candidate for the E-Commerce Customer Support Specialist role will be a highly empathetic and patient individual with proven experience in customer service or e-commerce support. They must possess excellent verbal and written communication skills, along with strong active listening abilities to effectively address customer inquiries. With a sharp attention to detail and the capacity to manage multiple tasks simultaneously, this candidate will demonstrate strong organizational and record-keeping skills. They should be adaptable and flexible, with the ability to navigate high-stress, high-pressure situations while maintaining a positive and friendly demeanor. Proficiency in using CRM systems, customer support software, and e-commerce platforms is essential, as is familiarity with social media for customer service purposes. Additionally, the ideal candidate will be tech-savvy, quick to learn new tools, and capable of continuously adapting to new technology. A problem-solving mindset and strong analytical skills will allow them to efficiently handle and resolve customer issues and identify recurring problems to improve overall service. This team player must be reliable, punctual, and willing to work flexible hours, including nights, weekends, and holidays. With a customer-focused attitude, strong work ethic, and high level of professionalism, the ideal candidate will be proactive, self-motivated, and committed to delivering exceptional service that aligns with the company's products, services, and policies.

- Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
- Resolve customer issues, complaints, and order discrepancies by investigating problems and developing solutions.
- Process returns, refunds, and exchanges according to company policies.
- Collaborate with shipping and logistics teams to track and ensure timely delivery of orders.
- Update customer information and order details in the company's CRM system.
- Provide product information and guidance to customers to help them make informed purchase decisions.
- Escalate complex customer issues to the appropriate department or supervisor for resolution.
- Monitor social media channels for customer service inquiries and feedback.
- Maintain detailed records of customer interactions, transactions, and feedback.
- Conduct follow-up communications to ensure customer issues are thoroughly resolved.
- Identify and report recurring customer issues to help improve products and services.
- Participate in team meetings and training sessions to stay updated on company policies, new products, and customer service best practices.
- Assist with the creation and maintenance of customer support FAQs, guides, and other resources.
- Track and report on key customer service metrics, such as response time and customer satisfaction.
- Offer suggestions to improve customer service processes and enhance the overall customer experience.

- Empathetic and patient
- Excellent verbal and written communication skills
- Strong active listening abilities
- High attention to detail
- Adaptable and flexible
- Problem-solving mindset
- Strong organizational skills
- Ability to handle stress and high-pressure situations
- Proactive and self-motivated
- Team player
- Reliable and punctual
- Tech-savvy and quick to learn new tools
- Customer-focused attitude
- High level of professionalism
- Positive and friendly demeanor
- Strong work ethic
- Ability to quickly understand and adapt to company policies
- Strong analytical skills
- Ability to handle a high volume of inquiries efficiently

- Competitive salary range of $40,000 - $50,000 annually
- Comprehensive health insurance (medical, dental, vision)
- Paid time off (PTO) including vacation, sick days, and holidays
- 401(k) retirement savings plan with company matching
- Performance-based bonuses and incentives
- Flexible work hours and remote work options
- Professional development and training opportunities
- Employee discounts on company products
- Wellness programs and gym membership stipends
- Tuition reimbursement for relevant courses and certifications
- Regular team-building and social events
- Supportive and collaborative work environment
- Career advancement and growth potential
- Access to industry conferences and seminars
- On-site snacks and beverages (if applicable to on-site roles)