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:
· Respond to and resolve eCommerce/Portal-related inquiries and issues from customers via email, phone, or chat.
· 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 InformationJOB ID: HRD257278Category: Customer ExperienceLocation: Av. Salvador Nava Martinez 3125,San Luis Potosi,SAN LUIS POTOSI,78260,MexicoExemptCustomer Experience (GLOBAL)