Customer Service & Resolution Specialist (E-Commerce)

We are seeking a Customer Service & Resolution Specialist who will be responsible for delivering exceptional customer support while effectively managing customer concerns and maintaining operational efficiency. The ideal candidate will help maintain high service standards and ensure positive customer experiences.
Key Responsibilities:
Handle customer inquiries and complaints across multiple channels professionally
Investigate, mediate and resolve cases through established procedures
Track and manage order/transaction status with relevant stakeholders
Maintain low dispute ratios and implement prevention strategies
Generate regular performance reports and analytics
Monitor service metrics and identify areas for improvement
Maintain accurate case documentation and communication records
Coordinate cross-functionally to ensure timely issue resolution
Provide insights for service quality enhancement