eCommerce Customer Service Officer

Position Summary
The eCommerce Customer Service Officer will report to the eCommerce Project Manager and partners with key stakeholders to ensure that Soko is providing the highest level of customer service. He/she will serve as a liaison between Soko and our online consumers by providing timely resolutions and clearly documenting and communicating customer feedback and experience. This position is responsible for the implementation and maintenance of customer success systems and processes in order to achieve superior customer satisfaction and meet company service metrics.
Customer Service Job Responsibilities
Provide clear and timely customer support responses using Customer Success Tools
Work in conjunction with other departments and U.S. fulfillment center to resolve customer disputes.
Effectively communicate issues, needs and opportunities with eCommerce Project Manager
Proactively identify, assess, track and mitigate issues and risks.
Develop and maintain systems for customer feedback
Receive “walk-in” customers, i.e. show products, cash sales
Process credits and exchanges
Data Entry
Other duties as assigned
Qualifications for the Customer Service Job
International experience- through studies or work
1 year of relevant work experience
Preferred Bachelor’s Degree in Communications, Business
Have a helpful and friendly customer service focused attitude.
Familiar with eCommerce Platforms (i.e. Shopify, Magento, etc.)
An ability to connect and engage with our valued eCommerce consumers
Excellent writing, editing, verbal & presentation skills
Thrive in goal-oriented fast paced environment
Excellent organizational skills
Demonstrated experience working in a cross-cultural context
Comfortable building relationships cross-departmentally
Superior management skills, including the ability to advocate for and manage priorities
Team oriented innovative thinker, with a track record for translating strategic thinking into action plans and results
A passion for Soko’s mission, vision, and accomplishments