Company Overview: We are a dynamic e-commerce company selling various made-in -Turkey prodcuts, and committed to delivering exceptional customer experiences. As we continue to grow, we are looking for a Client Support and Product Enhancement Specialist to join our team and help ensure our customers receive timely and high-quality support while also contributing to the continuous improvement of the customer support services and enhancement of product offerings on our website and other e-platforms.
Position Overview: The Client Support and Product Enhancement Specialist is responsible for providing exceptional customer support, responding to client inquiries, engaging with customer feedback and resolving customer issues. The successful candidate will also be working with the product team, ensuring that customer needs are met while also helping to refine and improve our e-commerce platform and offerings.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries, issues, and feedback via various communication channels (email, live chat, phone).
- Provide timely updates to customers regarding their order issues, related to package tracking, customs, and other concerns.
- Ensure high customer satisfaction by resolving problems effectively and in a timely manner.
- Document and track customer interactions in data management systems, maintaining a clear record of support requests and resolutions.
- Ensure all customer support inquiries has been responded to and resolution was found within the prescribed timeline
- Check customer comments and feedback posted on company’s social media pages and respond to the customer feedback daily.
- Gather and analyze customer feedback, product suggestions, and pain points to identify areas for product improvement.
- Collaborate with the product team to relay customer insights and recommend product enhancements.
- Work closely with marketing, sales, and product teams to align customer feedback with business goals and resolve recurring product issues.
- Support the Customer Success team by identifying opportunities to enhance customer retention through product improvements and proactive solutions.
Required Skills & Qualifications:Bachelor’s degree in business, Marketing, Communications, or a related field (or equivalent experience).2+ years of experience in customer support, product management, or a similar role in an e-commerce or tech-focused environment.Strong communication skills in English and Arabic, both written and verbal, with the ability to convey complex information simply.Excellent problem-solving and troubleshooting skills.Ability to analyze and synthesize customer feedback to identify actionable product improvements.Familiarity with e-commerce platforms (i.e. Shopify) and product management tools.Experience with customer support metrics and KPIs, such as response time, customer satisfaction, and first-contact resolution.Detail-oriented and able to manage multiple tasks simultaneously in a fast-paced environment.Experience with A/B testing, user experience analysis, or user interface (UI) design principles is a plus.Work Conditions The candidate is expected to work Monday to Friday, from 12 pm to 9 pm Eastern Time (with 1 hour unpaid lunch break)