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*digital customer experience support*
role overview:
an ecommerce support team member that handles both internal and external requests related to ecommerce/portal operations.
this role involves providing timely and effective support to ensure smooth ecommerce/portal activities.
*key responsibilities*:
*customer inquiries*:
- assist customers with order processing, payment issues, and account management.
- provide information on products, services, and promotions.
- internal support:
- address internal requests from various departments (e.g., marketing, sales, logistics) related to ecommerce/portal operations.
- support the ecommerce/portal team with administrative tasks and data management.
- issue tracking and resolution:
- log and track all support requests in the ticketing system.
- work with it and development teams to resolve technical issues.
- escalate complex issues to the appropriate teams and follow up until resolution.
- data analysis and reporting;
- capturing feedback and share it with the project teams;
- analyze support request trends and identify areas for improvement.
- generate regular reports on support activities, including response times, resolution rates, and customer satisfaction.
*process improvement*:
- contribute to the development and improvement of support processes and workflows.
- provide feedback to improve the ecommerce platform/portal and user experience.
- training and documentation:
- create and maintain support documentation, faqs, and user guides.
- train new team members on support procedures and best practices.
*skills and qualifications*:
- experience in ecommerce operations and customer support.
- strong communication and interpersonal skills.
- proficiency in using support ticketing systems (sap, sfdc, hybris)
- ability to multitask and manage time effectively.
- analytical skills and attention to detail.
- advanced english level.
li-hybrid
additional information
- * job id*:hrd*
- * category*:customer experience
- * location*:av.
salvador nava martinez *,san luis potosi,san luis potosi,*,mexico
- exempt