Customer and Sales Service Representative

Job Overview

We are looking for an experienced Customer Service & Sales Representative to join our eCommerce team.

This role involves assisting customers through email , live chat, and phone calls, resolving order and product-related concerns, and identifying opportunities to generate sales through helpful and professional customer interactions.

The ideal candidate has strong communication skills, is confident speaking with customers, and can balance providing excellent customer service with achieving sales goals.

Key Responsibilities:
-Respond to customer inquiries through email , live chat, and phone calls.
-Provide accurate information about products, pricing, availability, orders, shipping, and company policies.
-Assist customers with order issues, cancellations, returns, refunds, exchanges, and delivery concerns.
-Handle customer complaints professionally and work toward appropriate resolutions.
-Follow up with customers when additional action or information is required.
-Recommend suitable products based on customer needs.
-Identify upselling and cross-selling opportunities during customer interactions.
-Convert customer inquiries and leads into sales where appropriate.
-Follow up with potential customers and existing leads.
-Build positive relationships with new and existing customers.
-Maintain accurate records of customer conversations, issues, and follow-ups.
-Coordinate with warehouse, operations, and other internal teams to resolve customer issues.
-Escalate complex cases when necessary.
-Meet customer service standards and assigned sales targets.
-Perform other customer service, sales, and administrative duties as required.

Requirements:
-Minimum 2 years of relevant customer service and/or sales experience.
-Previous experience handling customers through email , live chat, and phone calls.
-Previous sales experience is required.
-Strong written and spoken English.
-Confident and professional when speaking with customers over the phone.
-Strong customer service and problem-solving skills.
-Comfortable recommending products, upselling, and closing sales.
-Able to handle difficult or upset customers professionally.
-Strong follow-up and organizational skills.
-Able to manage multiple customer conversations and tasks at the same time.
-Comfortable working with computers, online platforms, and customer management systems.
-Responsible, proactive, and able to work independently.

Preferred Qualifications:
-Experience working in eCommerce, online retail, or a similar environment.
-Experience handling online orders, shipping, returns, refunds, and delivery issues.
-Experience with Amazon, Shopify, or other eCommerce platforms.
-Experience using CRM, helpdesk, or live chat systems.
-Experience working with sales targets, KPIs, or conversion goals.
-Experience with upselling and cross-selling products.