E-commerce Customer Service Consultant

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As an E-commerce Customer Service Consultant, you will work closely with our customer service and operations teams to assess current processes, identify areas for improvement, and implement strategies that drive exceptional customer support experiences. You will leverage your expertise in Shopify and Gorgias to optimize our platform integrations, streamline workflows, and enhance customer service efficiency. Key Responsibilities: - Evaluate Customer Service Operations: Analyze and assess current customer service workflows, identifying areas for improvement across communication channels (email, chat, phone, etc.). - Platform Expertise: Utilize your expertise in Shopify and Gorgias to enhance the integration and performance of customer service tools. Ensure seamless ticketing, automation, and reporting processes across the platforms. - Optimize Customer Service Efficiency: Recommend and implement process improvements, automation features, and customer self-service options to improve response times, reduce customer friction, and increase overall satisfaction. - Team Collaboration: Work closely with customer service, marketing, and tech teams to ensure smooth communication and knowledge transfer regarding improvements and updates. - Training & Documentation: Provide training for the customer service team on best practices for using Shopify and Gorgias. Create documentation and guides to ensure continuity and consistency across teams. - Customer Feedback Analysis: Gather and analyze customer feedback to identify trends, pain points, and opportunities for operational improvements. - Performance Reporting: Monitor customer service performance metrics and develop actionable insights that improve service levels, customer satisfaction, and retention. Qualifications: - Experience: Minimum of 3+ years in customer service, e-commerce, or operations with a strong focus on improving customer service operations. - Platform Expertise: Extensive hands-on experience with Shopify and Gorgias, including integrations, automations, and troubleshooting. - Analytical Skills: Ability to analyze customer service data, identify trends, and provide actionable recommendations to improve service efficiency. - Communication Skills: Strong verbal and written communication skills, with the ability to present complex information in an understandable and actionable way. - Problem-Solving: Strong problem-solving abilities with a proactive, solutions-oriented mindset. - Process Improvement: Demonstrated experience in streamlining operations, implementing automation, and improving workflows in customer service environments. - Customer-Focused: A passion for delivering exceptional customer experiences with the ability to understand customer pain points and find ways to address them effectively. Preferred Qualifications: - Experience with additional e-commerce platforms and customer service tools. - Experience in customer support management or consulting roles. - Knowledge of e-commerce KPIs and best practices. If you’re an e-commerce customer service expert with a passion for driving improvements, we’d love to hear from you! Apply today to make a meaningful impact in our customer service journey.

Keyword: Shopify

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