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Support Services Representative
Shopster e-Commerce Inc.
Shopster is a dynamic, rapidly growing business that offers a comprehensive and affordable e-Commerce dropshipping solution to entrepreneurs and small business which includes storefronts, support services (technical, customer service, and order management), payment processing, fraud management, inventory and complaint resolution.
The Candidate
Support Services Representatives are individuals who demonstrate initiative and leadership; enjoy the challenge of solving problems and have the ability to work within a support team that delivers technical support, order provisioning, customer service and sales.
The Role
As a Support Services team member you will contribute to the company's success in achieving the established targets for customer service, customer retention and sales conversions. This position reports to the Support Services Team Lead.
Major Responsibilities:
-
Prompt response and resolution to customer (retailer and consumer) inquires via email, live chat, forums and phone calls. This may include:
- Technical or system performance issues
- Pre-sales inquires about the Shopster offering
- "How to" questions
- Consumer inquires regarding orders
- Concerns and complaints
-
Order Management including:
- Fraud review
- Order entry
- Order follow up (such as tracking numbers and unshipped items)
- Supplier/vendor contact for follow ups
- Order returns and refunds
- Post-order issues (such as transactions charged back to Shopster)
- Resolve customer issues in a manner satisfactory to both Shopster and the customer.
- Report technical and system issues to the Development team for resolution.
- Periodically, conduct outbound calls to new & existing customers
- Periodically conduct marketing and customer satisfaction surveys
- Identify, engage and coordinate necessary Shopster resources in achieving your targets
- Maintain a comprehensive understanding of the products and associated applications in testing and real-time environments
- Quality Assurance testing on Shopster software
- Provide support on other corporate initiatives
- Other duties that may be required from time to time that may not fall within the scope described
Attributes:
- Demonstrates high energy/activity levels
- Enthusiastic with a positive attitude
- Goal oriented to achieve targets through self-motivation, persistence & determination
- Customer driven approach
- Drive for business results and continuous learning
- The ability to multi task
- Demonstrates the highest level of honesty and integrity
Qualifications:
- Demonstrated organization, planning and communication skills
- Demonstrated systems literacy skills (working knowledge of MS Office Applications)
- Superb oral communication skills
- Good written communication skills
- Strong listening skills
- Technical aptitude
Education/Experience:
- Post secondary education preferred
- 1-2 years of related work experience
- Previous technical or customer service experience would be an asset
Other Comments
This position is subject to shift assignments. The hours of operation for Support Services are subject to change based on workload and customer needs.
To apply, please send resumes with cover letter to Sheila Voll at svoll@shopster.com listing Support Rep in the subject line.
