Customer Support Specialist
: Job Details :

[Position Title:[ Customer Support Specialist [Department: [ Sales [Responsible to:[ Customer Support Manager [FLSA: [ Non-Exempt [POSITION SUMMARY [: [The Customer Support Specialist must be solution-oriented and will be customer-facing, acting as a liaison between Hawaiian Host Group (all brands) and customers from various channels. The role and responsibilities of this position include answering incoming calls and messages regarding general information, ecommerce order inquiries, Quality Assurance, policies, products, and promotions, and navigating the websites. Additionally, this individual will publish reviews, place online orders, modify online orders as necessary, and follow company guidelines and escalations. The Customer Support Specialist needs to be a team player who is patient, empathetic, and receptive to feedback and change. This individual views service through the eyes of the customer while also embracing our companys purpose, vision, and mission as hosts of Hawaii. [ [ESSENTIAL FUNCTIONS [: [eCommerce:]{alegreya sans } ]{alegreya sans } ]{alegreya sans } ]{alegreya sans }]{alegreya sans }]{alegreya sans } ]{alegreya sans } ]{alegreya sans }]{alegreya sans } ]{alegreya sans }]{alegreya sans } ]{alegreya sans }]{alegreya sans } ]{alegreya sans }]{alegreya sans } Assist customers place online orders from our consumer websites through Shopify. Collect accurate customer information, including payment, shipping and billing addresses. Safeguard all private customer and company information. Promptly respond to customer queries in a timely and accurate way, via phone, email, chat, or social media platforms. Immediately escalate serious complaints or issues to proper channels. Follow up with customers to ensure their service issues are resolved. Update our internal databases with information about service issues and useful discussions with customers. Gather customer feedback and share with our Product, Sales, and Marketing teams. Identify customer needs and inform customers about specific features and new functionalities. Assist the eCommerce Team in maintaining detailed documentation related to 3PL fulfillment issues. Communicate with the 3PL Account Manager on all relevant fulfillment issues and customer requests. Document any customer escalations in both Zendesk and Shopify with details on issues and/or outcomes. [Quality Assurance:]{alegreya sans } Handles customer complaints by answering calls and responding to voice messages and e-mails in a professional, courteous, and timely manner. Maintains Customer Complaint Log in coordination with Quality Assurance, as well as forwards all food safety-related complaints to the Quality Assurance department. Coordinates product replacement.