E-Commerce Customer Support Associate

PharMeDoc is a fast-growing e-commerce company headquartered in El Segundo, California. We are seeking a full-time Customer Support Associate. Our company is an industry leader in online and wholesale with a focus on maternity and family bedding products. You can find us in large retail stores as well as one of the top sellers on such online marketplaces such as Amazon, Groupon and Walmart. This position is a great opportunity for somebody looking to take the next step in their career.

We are looking for an individual with a friendly, professional, and positive attitude. The ideal candidate will be hardworking, and career oriented with the desire to grow in the company.

Responsibilities and Duties:

● Resolve customer complaints via phone, email, mail, or social media.

● Follow communication procedures, guidelines, and policies.

● Resolve products issues clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

● Determining the quickest, most effective ways to answer a client’s or customer’s questions.

● Data entry. (Including keeping records of customer interactions, transactions, comments, and complaints), and corresponding with shipping companies to manage shipping claims

● Assist with placement of orders, refunds, or exchanges.

● Suggest solutions when a product malfunctions, based on Quality Control and customer’s feedback.

● Handle product recalls

● Attempt to persuade customer to reconsider a cancellation.

● Inform customers of deals and promotions.

● Working with a team of CSRs and other departments to find appropriate solutions and to ensure proper customer service is being delivered.

● Refer unresolved grievances to the proper company departmental specialist.

● Go the extra mile to engage customers.

● Quality Control of incoming inventory from suppliers.

Qualifications and Skills:

● Customer orientation and ability to adapt/respond to different types of characters.

● Excellent communication and presentation skills, including writing skills (email etiquette)

● Good problem-solving skills

● Empathy and friendliness

● Ability to multitask, prioritize and manage time effectively.

● Must be very comfortable with technology: Google Drive, Excel, web, etc

● High school diploma or equivalent; college

Job Types: Full-time

Full health/dental benefits, KPI bonus , year-end bonus.

Job Type: Full-time

Pay: $19.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• In-person
• Office

Ability to commute/relocate:

• El Segundo, CA 90245: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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