Ecommerce Customer Support Agent

At DTCjob.com, we're not yet another job board; we're a private community directly connected with over 200 hot DTC e-commerce companies. We're fundamentally working to build in-house teams for these companies by connecting top-tier talent to the right opportunity 🎯

This might take from a few hours up to several weeks. 📈

While we do not hire directly on behalf of ourselves, we work with leading DTC brands and agencies to ensure you find a position offering growth, job security, and an engaging work environment 🙏

Requirements

Responsibilities:

• Respond promptly to customer inquiries via email, chat, phone, and social media platforms.
• Assist customers with placing orders, tracking shipments, processing returns, and handling payment issues.
• Resolve product or service problems by clarifying customer complaints, determining the cause of the problem, and selecting the best solution.
• Troubleshoot issues related to account management, order discrepancies, and product information.
• Escalate unresolved issues to the appropriate internal teams when necessary.
• Maintain a positive and empathetic attitude towards customers at all times.
• Update customer records in the CRM system and ensure accurate tracking of all interactions.
• Collaborate with other departments such as Sales, Warehouse, and Marketing to resolve customer concerns and provide timely solutions.
• Stay informed about new products, services, and promotions to provide accurate and relevant information to customers.
• Contribute to team goals by meeting individual and department service targets such as response time, resolution rate, and customer satisfaction.

Qualifications:

• High school diploma or equivalent; a degree in Customer Service or a related field is a plus.
• 1-2 years of experience in customer service, preferably in an e-commerce or retail environment.
• Strong communication and interpersonal skills with a focus on delivering excellent customer service.
• Familiarity with CRM software and customer service platforms (e.g., Zendesk, Freshdesk) is a plus.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Problem-solving skills and the ability to work both independently and as part of a team.
• Basic knowledge of e-commerce platforms and order processing systems is preferred.
• A customer-first mentality with a strong focus on empathy and service excellence.

• Extensive Network of +200 DTC Brands: Exposure to state-of-the-art strategies, tactics, and processes in the DTC space by our extensive network.
• Verified Companies: We verify each of our companies to ensure they are ready for a hire and can provide you with secure and legitimate opportunities.
• Secure Payments: We verify all of the payment arrangements through us to be secure so you don't have to risk getting scammed. + The average role we place is 30-40% higher in payments compared to those in the market.
• Direct Talent Matching: We handpick the best opportunities according to your profile and directly connect you with companies, cutting down the lengthy process of hunting for a job.
• Community & Networking: In placing, you will be part of a very exclusive community that will grant continued access to connections for limitless networking opportunities.
• Retention Program: Once placed, we go the extra step in making sure you retain the job and have long-term relationships with our clients for further growth and more.

Working with DTCjob.com will be more than just getting a job; it is like landing into an ecosystem that ensures your long-term success in the DTC world 🚀