Job Details

Customer Service Executive Assistant
Millbrae, CA 94030

We are seeking a detail-oriented, empathetic, and tech-savvy Customer Service Executive Assistance to support our customers. In this role, you'll be the first point of contact for resolving customerinquiries, processing orders, troubleshooting customer service questions, and ensuring an exceptional shopping experience. You will work through email, chat, phone, and eCommerce platforms to deliver fast, helpful, and personalized service.

RESPONSIBILITIES:

• Respond promptly and professionally to customer inquiries via email, live chat, phone, and social media
• Assist customers with order placement, product questions, tracking, returns, and exchanges
• Resolve customer complaints and issues effectively and escalate when necessary
• Monitor and update order status, shipping details, and inventory in the eCommerce system
• Document interactions and maintain accurate records in CRM systems
• Collaborate with warehouse, logistics, and internal teams to resolve fulfillment or inventory issues
• Proactively identify patterns in customer feedback and recommend improvements
• Maintain a thorough knowledge of products, promotions, policies, and procedures
• Support online reviews, feedback management, and loyalty inquiries
• Meet performance metrics such as response time, resolution time, and customer satisfaction

• At least 5+ years of customer service experience (eCommerce hospitality, or retail a plus)
• Excellent written and verbal communication skills with a focus on customer service
• Meticulous attention to detail and superior organizational skills
• Proficiency in current sales software (ACT, Salesforce, SAP), MS Office (Word and Excel), and Ai platforms (OpenAI)
• Familiarity with eCommerce platforms (e.g., Shopify) and Helpdesk software (e.g Gorgias), a plus
• Knowledge of QuickBooks desktop
• Typing speed of at least 50 words per minute
• Responsible and organized
• Must be fully vaccinated for Covid-19

• Salary: base + commission, plus healthcare (PPO), dental, 401k, free Friday lunch