[Hiring] Customer Service Representative @Gierd

Role Description

Gierd is seeking a detail-oriented team player with exceptional judgment to manage customer service on eBay, Amazon, Walmart and other online marketplaces. The ideal candidate is a highly organized self-starter with 1 - 3 years of relevant experience who is comfortable working within a team in a fast-paced digital/e-commerce environment.

• Monitor and respond to buyer messages to assist with purchases, product information, shipping concerns, and returns inquiries.
• Manage and resolve marketplace inquiries, return requests, and refund denials, to protect seller funds and status, ensuring accurate, well-documented submissions.
• Assist in reporting and insights on reason for contact, return reasons, outcomes, trends, and opportunities for improved response time rates.
• Conduct trend and root cause analysis to identify recurring issues, recommend solutions, and strengthen processes.
• Handle customer inquiries by CRM, telephone, email, online chat, online Q&A, and any other relevant means of communication with buyers and our Customers.
• Answer inquiries through full understanding and clarity of buyer needs by researching, locating, and providing appropriate information and service.
• Suggest solutions, offering troubleshooting, when a product malfunctions.
• Take ownership of achieving individual and customer performance targets and KPIs, ensuring accountability for all required SLA standards.
• Escalate critical buyer or Customer inquiries and issues to the appropriate internal team or leadership.
• Improve customer service quality results by working with the leadership team to respond with processes and prompts that improve service metrics.

Qualifications

• Minimum of 2-3 years of experience in e-commerce, online sales, customer service, or equivalent.
• Strong attention to detail and ability to identify errors or process gaps.
• Knowledge of online marketplaces (Amazon, eBay, Walmart, etc).
• Must have strong written and verbal communication skills.
• Must have excellent interpersonal skills with the ability to work efficiently and effectively within a collaborative, cross-functional environment.
• Proficiency in Microsoft Office or Google Workspace, including Excel or Sheets, plus the ability to quickly learn and work with new systems and software.
• Ability to work independently and collaboratively in a fast-paced environment.
• Experience with CRM Platforms, such as Zendesk.
• Experience with troubleshooting/tech support is a plus.