Location: Lisbon, Portugal
Support: phone /e-mail
Schedules: 7h00 to 22h00 MON-SUN (rotating shifts 8h/day – 40h(week)
The Order/Fraud Support Specialist has a wide range of responsibilities focused on fulfilling customer expectations and/or notifying them of changes, alerting superiors to any slowdowns in delivering customer service, and improving the overall customer service experience.
The Order Administration Order Support Representative works under aggressive time commitments to handle complex support issues and ensure first call resolution and customer satisfaction for our clients demanding customers. The Order Support Specialist ensures that customer issues escalated to work lists are responded to within one working day, develops creative solutions to complex customer problems, identifies and escalates emerging customer issues and submits feedback on the customer-handling process. The Order Support Specialist also identifies opportunities for operational improvements and suggests service improvement strategies/tactics.
The role may also include processing incoming requests from customers for changes in shipment disbursement: package reroutes, address corrects, hold for pickup or return to sender.
Normally requires 1 year of experience in the Online Store support environment with a strong working knowledge of business processes, policies, and procedures
A passion for customer service
Resourcefulness and flexibility
Strong organizational skills required
Excellent written and verbal communication skills
Advanced judgment and problem solving skills
Extreme attention to detail
Ability to work quickly and efficiently under deadline pressure
Outstanding follow through and organizational ability
In-depth knowledge of Online Store policies and procedures