Description

Position Overview:

The Customer Service Representative will be the primary point of contact for our customers, helping them with their questions, issues, and product inquiries. This role requires excellent communication skills, a customer-first attitude, and a strong interest in electric vehicles and sustainable transportation. As part of the EVWorld team, you’ll play a key role in creating positive experiences that build customer loyalty and satisfaction.

Key Responsibilities:

Customer Support

• Respond promptly and professionally to customer inquiries via email, chat, and phone, providing accurate and helpful information.
• Assist customers with product information, order status, returns, exchanges, and general inquiries, ensuring a smooth shopping experience.
• Handle customer complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution and satisfaction.

Product Knowledge and Recommendations

• Develop a strong understanding of EVWorld’s product catalog to help customers find the right accessories for their EVs.
• Offer product recommendations based on customer needs and preferences, showcasing our products’ benefits and compatibility with different EV models.

Order Processing and Issue Resolution

• Process orders, returns, and exchanges accurately and efficiently, following company policies and guidelines.
• Work closely with the warehouse and fulfillment team to track orders, resolve shipment issues, and ensure timely delivery to customers.
• Address and troubleshoot issues with orders, payments, and refunds, communicating clearly with customers throughout the process.

Customer Feedback and Insights

• Gather and report customer feedback to help improve our products, services, and overall shopping experience.
• Identify common issues or questions, and suggest proactive improvements to enhance customer satisfaction.
• Collaborate with the marketing and product teams to ensure customer insights help guide future product offerings and promotions.

Technical Support

• Provide basic technical support for product use, installation, and troubleshooting.
• Escalate more complex technical issues to the appropriate department and follow up to ensure customer resolution.

Qualifications:

• High school diploma or equivalent; additional education in customer service, business, or a related field is a plus.
• 1+ years of experience in a customer service or support role, ideally in e-commerce or retail.
• Strong verbal and written communication skills with a positive, empathetic, and professional attitude.
• Ability to multitask, prioritize, and manage time effectively in a remote environment.
• Comfortable using customer service software, e-commerce platforms, and CRM tools (e.g., Zendesk, Shopify, etc.).
• Interest in electric vehicles, sustainability, and familiarity with EV accessories is a plus.

Preferred Skills:

• Experience handling order processing, returns, and troubleshooting in an e-commerce setting.
• Ability to handle challenging situations with patience, empathy, and problem-solving skills.
• Knowledge of or interest in the EV industry and eco-friendly products.
• Bilingual skills are a plus but not required.

What We Offer:

• Competitive Salary and Benefits: Based on experience and location.
• Remote Work Flexibility: Work from anywhere and enjoy a healthy work-life balance.
• Growth Opportunities: Opportunities for advancement and skill development in a growing industry.
• Meaningful Mission: Join a team dedicated to advancing sustainable transportation and contributing to a cleaner, greener future.