E-Commerce Customer Service Analyst (Amazon, Best Buy, Walmart, Shopify)

Loyalty Sense Inc. is a technology solutions company based in Calgary, Alberta, Canada. We have two main divisions within the company: Solutions & Services and E-Commerce. We provide small and mid-sized businesses with point-of-sale and payment processing solutions and hardware. We also provide mobile and online ordering, security, and surveillance systems. Our goal is to provide technology that is not a cost burden but a revenue generator for the merchant that pays for itself. We are proud to have a 99.9% customer retention rate and 100% positive customer reviews. We believe in exceptional customer experience and we go above and beyond to help and support our merchants. Loyalty Sense also has a presence in the eCommerce industry where we sell hardware related to POS and Office Supplies on third party marketplaces such as Amazon, Walmart, BestBuy etc. We also have our own eCommerce website on Shopify.

We are seeking an experienced and highly professional "E-Commerce Customer Service Analyst (Amazon, Best Buy, Walmart, Shopify) " to join our E-Commerce team. If you are dedicated and ambitious and want to grow in your career, Loyalty Sense is an excellent place for you. We understand the importance of providing valuable opportunities for professional growth and development, and we believe in compensating our interns for their contributions. Join our team as an "E-Commerce Customer Service Analyst" and become the friendly voice that ensures customer satisfaction! This is a wonderful opportunity to utilize your skills in providing exceptional service, resolving inquiries, and going the extra mile to create positive experiences for our online customers. As a key member of the team, your goal is to achieve high customer satisfaction, increase customer loyalty, reduce customer churn, and maintain accurate customer records.

By joining Loyalty Sense, you will be entitled to Health Benefits Insurance and monthly internet allowance along with your monthly remeuration plan.

• Respond to customer inquiries and resolve their issues via email, phone, or chat.
• Address customer questions, concerns, and complaints promptly and professionally.
• Provide assistance with order inquiries, returns, and exchanges, ensuring a positive customer experience.
• Offer product and service information to customers, assisting them in making informed purchasing decisions.
• Collaborate with other departments, such as sales, operations, and billing, to ensure timely and accurate order fulfillment.
• Collaborate with external contacts such as vendors, distributors and 3PL partners to find a resolution for customer issues and concerns.
• Collaborate with other departments to resolve customer issues and escalate complex cases when necessary.
• Document and maintain detailed records of customer interactions in the customer service database.
• Identify and escalate complex issues to senior representatives or supervisors.
• Stay up to date with product knowledge and industry trends to provide excellent customer service.
• Meet and exceed customer satisfaction goals and performance metrics.
• Monitor customer accounts for fraudulent activity and take appropriate actions to mitigate risks.
• Collaborate with the team to develop strategies and initiatives for improving overall customer service and satisfaction
• Continuously improve customer service processes and procedures.

Requirements

• Bachelors degree or equivalent in Marketing, Business, Commerce or a related field.
• Minimum of two years of PROVEN customer service experience in an eCommerce environment. (Amazon, Walmart, Shopify, etc.)
• Proficiency in eCommerce platforms and customer service software
• Effective communication and problem-solving abilities.
• Ability to handle high volume customer interactions
• Strong problem-solving and decision-making abilities, including creativity and critical thinking skills.
• Effective time management skills
• Ability to multitask and prioritize tasks
• Experience with CRM and ticketing systems
• Familiarity with e-commerce platforms and order workflows
• Flexible availability including weekends and holidays
• Detail-oriented with a focus on accuracy and attention to detail in customer interactions.
• Self-motivated and results-driven, with a commitment to delivering outstanding customer service.
• Ability to thrive in a fast-paced environment and handle multiple tasks simultaneously.
• Proactive and resourceful, taking the initiative to resolve customer inquiries and issues.
• Possesses a growth mindset and actively seeks opportunities for learning and professional development.
• Demonstrates a strong work ethic and dedication to providing exceptional customer service.
• Excellent organizational and time management skills, with the ability to prioritize tasks effectively.
• Strong interpersonal skills, including empathy and active listening.

Job Type: Full-time

Pay: Rs85,000.00 - Rs100,000.00 per year

Application Question(s):

• Which Marketplaces are you familiar with (hands-on experience only)?

Experience:

• Ecommerce Customer Service: 2 years (Required)
• Amazon Seller Central: 2 years (Required)
• Amazon Customer Service: 2 years (Required)