Customer Support Representative (CSR) – Christmas E-Commerce Project

Project Overview:

We are seeking dedicated Customer Support Representatives to join our team and help deliver an exceptional customer experience for a leading E-commerce brand specializing in Christmas decorations. As a CSR, you will be the first point of contact for customers seeking assistance with our premium, lifelike products, ensuring timely and effective solutions to their inquiries. This is an exciting opportunity to be part of a project that embodies quality, craftsmanship, and the magic of the holiday season.

Key Responsibilities:

• Respond to customer inquiries via email, chat, and phone, providing accurate information about our high-quality products.
• Upsell and add value by recommending complementary products that enhance the customer’s overall experience.
• Troubleshoot and resolve customer issues with professionalism and care, delivering solutions that drive customer satisfaction.
• Maintain exceptional communication standards and uphold the brand’s luxury image in every interaction.
• Meet or exceed key performance metrics, including upselling, resolution time, and customer satisfaction scores.
• Adapt to a fast-paced work environment, handling multiple customer inquiries efficiently while maintaining a high level of attention to detail.

Qualifications:

• Minimum of 2 years of experience in the Business Process Outsourcing (BPO) industry or a similar customer service role.
• Proficient in email, chat, and phone support, with a proven track record of delivering top-notch service.
• Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
• Detail-oriented, with excellent problem-solving skills and the ability to work independently.
• Experience in upselling or value-adding in a customer support environment.
• Experience in e-commerce or retail customer support is a plus.

Key Metrics of Measurement:

• Upselling / Adding Value to the Customer: Effectively recommending products that meet customer needs while increasing sales.
• Resolution: Handling customer issues efficiently and effectively, with a focus on first-contact resolution.
• Customer Satisfaction: Consistently achieving high satisfaction scores through exceptional service.

Work Schedule:

• Flexible work schedules are available.
• Peak season runs from November through December, and availability during weekends and holidays is highly encouraged to meet the increased customer demand during the holiday shopping season.

Compensation:

• Competitive hourly rate ranging from $18-$25 per hour, based on experience and performance.