Customer Service Agent
MyDeal.com.au, Philippines
Job Description
MyDeal is a leading Australian online retail marketplace that focuses on providing everything for your home (furniture, homewares, garden, appliances and more). Founded in 2011, MyDeal has brought Australian shoppers the biggest brands, the best deals, discounts and sales on an extensive range of home and lifestyle products. Since September 2022, MyDeal has been a part of Woolworths Group, Australia and New Zealand’s largest retailer. Our partnership with Woolworths Group continues our shared commitment to provide great value, quality products and convenience for our customers.
As a Customer Service Representative, your primary role is to provide exceptional customer support and ensure a positive experience customer within the marketplace platform. You will serve as the main point of contact for customers, addressing their inquiries, resolving issues, and facilitating smooth transactions. Your excellent communication skills, problem-solving abilities, and knowledge of the marketplace policies and procedures will be instrumental in delivering high-quality customer service and maintaining the reputation of the marketplace.
Responsibilities
- Email and/or Phone Management: Respond to customer inquiries, complaints, and requests received via email promptly and professionally, adhering to established response time standards.
- Order Management: Assist customers with order-related inquiries, including order status, tracking, cancellations, modifications, and returns. Provide accurate and timely information to customers regarding their online purchases.
- Issue Resolution: Identify customer issues and concerns accurately, troubleshoot problems, and resolve them effectively to ensure customer satisfaction.
- Customer Relationship Management: Build rapport and establish trust with customers by demonstrating empathy, patience, and professionalism. Maintain a friendly and positive attitude throughout all interactions.
- Escalation Management: Identify and escalate complex or unresolved issues to the appropriate teams or supervisors, ensuring timely resolution and customer satisfaction.
- Queue Management: Help in scrubbing unsolved tickets and help them faster by doing what’s necessary.
Requirements
- Availability and willingness to work full-time on-site is required.
- Proven experience in a customer service role, preferably in the e-commerce industry.
- Ability to multitask and work effectively in a fast-paced environment.
- Active listening and problem-solving abilities
- Strong interpersonal skills and ability to build rapport with customers.
- Flexibility to work shifts, including weekends, and holidays, as needed.
- Experience with Zendesk ticketing software and eCommerce is a plus.