Senior Expert Customer Support Agent

Description:

Gaveno Cavailia, a leading UK-based bedding brand, is looking for a Senior Expert Customer Support Agent to join its Lahore office. This role requires an individual with exceptional customer service skills who can efficiently handle customer inquiries, resolve complaints, and enhance brand loyalty across Amazon, eBay, and company websites. The ideal candidate will be quick-thinking, detail-oriented, and capable of transforming negative customer experiences into positive ones.

Key Responsibilities:

1. Customer Support & Query Management:

• Professionally respond to customer inquiries on Amazon, eBay, and company websites.

• Resolve issues related to product complaints, refunds, returns, replacements, and deliveries.

• Maintain high customer satisfaction levels by providing timely and effective solutions.

• Convert dissatisfied customers into loyal brand advocates through empathetic engagement.

• Ensure timely response rates to meet SLAs (Service Level Agreements).

2. Amazon & eBay Customer Service Handling:

• Manage and respond to buyer messages and queries on Amazon and eBay.

• Handle cases related to order disputes, listing issues, and A-to-Z claims.

• Process return requests, missing item claims, and refund concerns efficiently.

• Monitor and improve seller feedback and customer ratings.

• Take proactive measures to prevent and resolve negative feedback.

3. Customer Satisfaction & Relationship Building:

• Identify recurring customer pain points and provide feedback to improve services.

• Foster brand trust and loyalty through proactive customer engagement.

• Follow up on customer concerns to ensure complete resolution.

• Analyze customer feedback for product and service enhancement.

4. AI & Technology Integration for Support Efficiency:

• Utilize AI-powered chatbots, CRM systems, and automation tools to optimize customer support.

• Implement AI-driven sentiment analysis to gauge customer emotions and concerns.

• Use AI-based ticketing systems to prioritize urgent queries effectively.

• Stay updated with AI advancements to enhance customer service strategies.

5. Reputation Management & Brand Enhancement:

• Monitor and respond professionally to product reviews and customer feedback.

• Manage brand reputation across Amazon, eBay, and social media platforms.

• Identify recurring product or service issues and escalate for improvement.

• Ensure a strong and positive brand image through customer interactions.

6. Operational & Process Management:

• Develop and follow Standard Operating Procedures (SOPs) for customer service.

• Maintain detailed records of customer interactions and resolutions.

• Collaborate with internal teams (warehouse, logistics, marketing) to ensure smooth operations.

• Track and improve key performance indicators (KPIs) such as response time and resolution rates.

Required Skills & Qualifications:

• Customer Service Excellence: Proven experience in managing customer queries, complaints, and feedback with a solution-oriented approach.

• E-commerce Experience: Strong understanding of Amazon Seller Central, eBay Seller Hub, and customer service platforms.

• Communication Skills: Ability to professionally engage with customers across different channels.

• Problem-Solving Ability: Ability to analyze customer issues and provide effective resolutions.

• Technical Proficiency: Familiarity with AI-powered customer support tools and CRM systems.

• Time Management: Ability to prioritize tasks efficiently under pressure.