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Customer Service Representative jobs
Workana
Customer Service Specialist
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Location
United States
Seniority
Entry
Company size
501–1,000 people
Posted
Aug 25, 2026 · 1mo ago
Verified live
5h ago
At a glance
Summarised by Seekless from the posting.
Must have
19
Respond to customer inquiries and resolve issues via email, ensuring prompt and professional communication
Address customer concerns and questions through social media platforms, maintaining a positive and engaging tone
Manage incoming calls to assist with queries, provide support, and address concerns effectively
Handle e-commerce-related customer service inquiries, including support for Amazon, Walmart, and other platforms
Coordinate product replacements for customers, ensuring accurate and efficient processing
Track and follow up on unresolved issues across all channels to ensure customer satisfaction
Maintain and update FAQs, troubleshooting guides, and other support documentation to ensure consistency and accuracy in responses
Work with relevant teams to update e-commerce platform content, including product information and customer support FAQs
Handle escalated customer concerns by coordinating with appropriate internal teams or supervisors to ensure timely resolution
Monitor and respond to customer inquiries and reviews on platforms such as Amazon and Walmart
Provide assistance with order tracking, product issues, and other platform-specific concerns
Identify recurring issues and propose process improvements to enhance the customer experience
Collect and analyze customer feedback to help inform broader customer service strategies
Implement AI tools to enhance response efficiency across multiple channels, including email, social media, and e-commerce platforms
Collaborate on automation initiatives to streamline repetitive tasks, such as order tracking updates and inquiry categorization
Generate reports on performance metrics, including response times, customer satisfaction scores, and issue resolution rates
Analyze trends in customer inquiries to identify improvement opportunities and reduce recurring issues
Work with other departments (e.g., logistics, marketing, or e-commerce) to address cross-functional issues impacting customers
Assist in onboarding and training new team members to ensure consistent customer service practices
Responsibilities
Responsibilities for Customer Service Specialist
1.
Customer Support Management
•
Respond to customer inquiries and resolve issues via email, ensuring prompt and professional communication.
•
Address customer concerns and questions through social media platforms, maintaining a positive and engaging tone.
•
Manage incoming calls to assist with queries, provide support, and address concerns effectively.
•
Handle e-commerce-related customer service inquiries, including support for Amazon, Walmart, and other platforms.
2.
Replacements and Issue Resolution
•
Coordinate product replacements for customers, ensuring accurate and efficient processing.
•
Track and follow up on unresolved issues across all channels to ensure customer satisfaction.
3.
Knowledge Base Management and Updates
•
Maintain and update FAQs, troubleshooting guides, and other support documentation to ensure consistency and accuracy in responses.
•
Work with relevant teams to update e-commerce platform content, including product information and customer support FAQs.
4.
Customer Escalation Management
•
Handle escalated customer concerns by coordinating with appropriate internal teams or supervisors to ensure timely resolution.
5.
E-commerce Platform Support
•
Monitor and respond to customer inquiries and reviews on platforms such as Amazon and Walmart.
•
Provide assistance with order tracking, product issues, and other platform-specific concerns.
6.
Continuous Improvement and Feedback
•
Identify recurring issues and propose process improvements to enhance the customer experience.
•
Collect and analyze customer feedback to help inform broader customer service strategies.
7.
AI Transformation and Process Automation
•
Implement AI tools to enhance response efficiency across multiple channels, including email, social media, and e-commerce platforms.
•
Collaborate on automation initiatives to streamline repetitive tasks, such as order tracking updates and inquiry categorization.
8.
Customer Service Reporting and Analytics
•
Generate reports on performance metrics, including response times, customer satisfaction scores, and issue resolution rates.
•
Analyze trends in customer inquiries to identify improvement opportunities and reduce recurring issues.
9.
Collaboration and Training
•
Work with other departments (e.g., logistics, marketing, or e-commerce) to address cross-functional issues impacting customers.
•
Assist in onboarding and training new team members to ensure consistent customer service practices.
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