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Customer Service Specialist – iHerb

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Job Summary: 

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.

 

Anticipated Pay Scale:
$22.28$25.32 USD