Under general supervision, the Customer Service Specialist (CSS) serves as the primary liaison for addressing company/customer inquiries, product-related questions, and order status. Upholding the highest standard of professionalism, the CSS is committed to nurturing customer loyalty by consistently delivering service that surpasses expectations.
Job Expectations:
- Engage directly with customers through various communication channels such as email, chat, and social media.
- Collaborate with warehouse and logistics partners to resolve inquiries and manage exceptions.
- Provide prompt responses to all customer inquiries.
- Gather and assess relevant information to effectively address inquiries and manage complaints.
- Successfully resolve customer complaints while maintaining professionalism.
- Manage customer accounts, ensuring accurate documentation of interactions and actions taken.
- Facilitate effective communication and coordination among internal departments.
- Initiate follow-ups on customer interactions for enhanced service.
- Process Return Merchandise Authorizations (RMAs) as required.
- Escalate customer concerns for timely and satisfactory resolution.
Knowledge, Skills and Abilities:
- Demonstrates a professional, positive, and customer-centric attitude.
- Strong interpersonal skills.
- Excellent verbal and written communication abilities.
- Effective listening skills.
- Proficient in problem analysis and innovative problem-solving.
- High level of attention to detail and accuracy.
- Familiarity with customer service principles and practices.
- Demonstrates adaptability and takes initiative.
- Maintains composure under stress.
- Willingness to work weekends when necessary.
Equipment Knowledge:
- Experience with Microsoft Office Suite (Word, Excel, PowerPoint)
- Experience with Google Business Suite (Gmail, Drive, Docs, Sheets, Forms) preferred
- Ability to type 40 WPM
Experience Requirements:
Generally requires a minimum of two (2) years related experience, typically in a contact center environment.
Education Requirements:
High school diploma required. Associate’s degree preferred or a combination of education and equivalent experience.
The anticipated pay scale for this position can be found below, however the pay range applicable to you may vary by geographic location based on where the job is located or where you work. The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, etc. iHerb, LLC is a multi-state employer and this pay scale may not reflect positions that work in other states or locations.
Employees (and their families) that meet eligibility criteria as outlined in applicable plan documents are eligible to participate in our medical, dental, vision, and basic life insurance programs and may enroll in our company’s 401(k) plan. Employees will also be eligible for Time Off and Paid Sick Leave pursuant to the company’s policies. Employees will enjoy paid holidays throughout the calendar year. Eligibility requirements for these benefits will be controlled by applicable plan documents.
Hired applicant may be awarded Restrict Stock Units and receive annual bonuses pursuant to eligibility and performance criteria defined in the respective plan documents and policies.
For more information on iHerb benefits, visit us at iHerbBenefits.com.
Anticipated Pay Scale:
$22.28—$25.32 USD
About iHerb
iHerb is on a mission to make health and wellness accessible to all. We offer Earth’s best-curated selection of health and wellness products, at the best possible value, delivered with the most convenient experience.
We’re the world’s largest eCommerce platform dedicated to vitamins, minerals, and supplements, and other health and wellness products. For more than 25 years, we’ve been making it simple for people all over the world to purchase the highest quality products. From supplements to skincare to grocery items, we ship over 30,000 products, from over 1,200 brands direct to our customers in 185+ countries.
Our vision is to become the #1 destination for health and wellness across the world.
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