Specialist, Customer Care

Main Responsibilities:

• Field real-time emails from customers and assist them with any issues that may arise
• Communicate promptly any information to customers about their orders
• Deal with complaints and escalation process where necessary
• Handle difficult customers with professionalism
• Maintain a high level of service awareness at all times
• Actively use proprietary and third-party systems to research orders and customer information
• Liaise with shipping department and logistics partners over issues raised by customers with regard to either orders or returns
• Assist Finance or Operations departments with customers on security checks or accounting inquiries and flag accounting issues raised by customers

Requirements:

• You have a strong command of the English language (speaking and reading/writing). While most communications with customers are in Russian, you will have to communicate with other teams within the company (Finance, Operations, etc.)
• You have excellent written communication skills in Russian and can speak fluently in Russian
• You’re able to work in a fast-paced environment and demonstrate a high sense of urgency
• You can demonstrate conflict management skills and maintain professional composure
• You have experience within an online retail environment (preferred)
• You are effective at multi-tasking and have worked in a start-up environment

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