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Ecommerce Support Specialist
2 mesi fa
The Customer Experience Advisor is a key member of the Digital Department, dedicated to delivering exceptional service and support to our global clientele regarding various aspects of ecommerce, including orders, returns, product inquiries, and after-sales assistance. This role requires a deep understanding of our product range, which encompasses motorbike apparel, footwear, protective gear, and accessories for skiing and biking. The advisor will embody the brand's ethos and prioritize customer satisfaction and effective resolution of inquiries.
Core Responsibilities:
Customer Interaction & Assistance:
Handle incoming and outgoing communications via email, phone, and chat, ensuring a direct line to our consumers. Respond to customer inquiries promptly and accurately, adhering to company service level agreements. Utilize consultative selling techniques and comprehensive product knowledge to foster lasting customer relationships. Serve as a brand ambassador, providing expert advice on technical questions related to our products throughout the purchasing journey. Oversee requests for personalized products, coordinating with internal teams to facilitate the customer experience. Address inquiries related to service and repairs efficiently.Collaboration with After-Sales Service:
Work closely with the after-sales team to ensure timely management of repair orders, meeting consumer expectations. Uphold company quality standards in the fulfillment of all orders. Assist in training new team members on after-sales processes and tools.Operational Support:
Aid in identifying and resolving internal challenges related to ecommerce logistics and accounting. Support the management of stock adjustments in our ERP system to enhance customer satisfaction.Essential Skills and Qualifications:
Minimum of 2 years experience in a structured B2C customer service environment. Familiarity with or a desire to learn about the motorbike industry. Proficiency in multiple languages, particularly English and German or French; additional languages such as Italian or Spanish are advantageous. Excellent communication skills with a strong command of grammar, syntax, and vocabulary. Experience with Salesforce Commerce Cloud, Adyen, or any Order Management System is a plus. A customer-centric mindset with a focus on service excellence. Collaborative, adaptable, positive attitude, with a willingness to learn and prioritize effectively.Additional Benefits:
Flexible working hours Remote working options Employee cafeteria Exclusive employee discounts