E-Commerce HelpDesk Associate
US-MA-Mansfield
Careers (External)
Req #: 7204
Type: Part-Time (Post to External only)
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Overview: The E-Commerce Helpdesk Associate is the frontline representative of our e-commerce platform, interacting with customers via phone, email and other communication channels. In this role, you'll focus on the quality of the customer experience, working closely with the store teams to ensure a seamless shopping experience for the customer. Your primary responsibility is to provide exceptional customer service, assist with inquiries, offer helpful solutions, assist with call-in orders, respond to customer complaints, process refunds, and troubleshoot problems. Responsibilities: * Handle incoming calls, emails and chat messages, providing professional and courteous assistance. Address questions, concerns and feedback promptly and efficiently. * Order Management: Assist customers with placing, modifying, or canceling their grocery orders. Ensure accurate order entry and payment processing. * Possess in-depth knowledge of our products, promotions, and services to effectively direct customers. * Troubleshoot and resolve customer issues related to order fulfillment, payment, delivery, and other inquiries. Collaborate with other departments when necessary to provide prompt solutions. * Address and de-escalate customer complaints or dissatisfactions professionally, aiming to turn a negative experience into a positive one. * Identify and escalate priority issues to the appropriate resource. * Maintain clear and effective communication with customers and team members, ensuring all information is accurately conveyed and documented. * Follow company policy and best practices for e-commerce operations (i.e. completing the check-out process, providing refunds/credits to customers). * Collaborate with other helpdesk associates to share knowledge and best practices, fostering a collaborative work environment. * Work with the other teams (accounting, IT, sales, etc.) to stay up-to-date on the day to day business operations. * Practice the "Golden Rule" and work well with all associates as a team. * Work in a style that is Respectful, Supportive, and Team-oriented (RSTO). * Any other duties as assigned by the department manager or Director of E-Commerce.
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