CALEB MWANGI

In my five-year tenure specializing in E-commerce Customer Support with a focus on Shopify, I have honed a diverse skill set and acquired proficiency in various platforms and tools essential to the field.

Proficiency:

Shopify: My expertise in Shopify spans from building entire stores from the ground up to efficiently managing orders, chargebacks, products, product descriptions, and seamless integration with Shopify Apps and Ticketing systems. I am well-versed in the intricacies of the platform.

Ticketing Systems: I have become an expert in utilizing popular ticketing systems, including Zendesk, FreshDesk, Reamaze, Gorgias, Salesforce, and Spark. From managing tickets to creating macros/templates, implementing tags, generating statistics/reports, and optimizing efficiency through automation and rules, I navigate these systems effortlessly.

Amazon: I leverage Amazon for order fulfillment using MCF, oversee ratings, manage inventory, implement brand-tailored campaigns, and handle various tasks related to the platform.

WooCommerce: Similar to Shopify, I have successfully utilized WooCommerce to manage orders and perform various tasks related to the platform.

Klaviyo: With excellent copywriting skills, I design and execute effective email campaigns on Klaviyo, utilizing tools such as Canva and Chat GPT. My understanding of flows, list segments, and more is showcased through my Klaviyo Product Certificate.

Skills:

As an e-commerce customer service agent, I offer a comprehensive skill set tailored to meet the unique demands of the online retail landscape.

Effective communication is a cornerstone of my approach, allowing me to articulate information clearly and respond promptly to customer inquiries. Whether through written responses or verbal communication, I excel in ensuring customers receive accurate and helpful information, contributing to a positive and satisfying interaction.

My proficiency in product knowledge is a key asset, enabling me to provide detailed information on specifications and features. This not only aids customers in making informed decisions but also builds confidence in the reliability of the information they receive.

Empathy is integral to my customer service approach. I connect with customers on a personal level, acknowledging their concerns, frustrations, and needs. By demonstrating empathy, I create a rapport that fosters trust and makes customers feel valued throughout their shopping journey.

Problem-solving is a strength, crucial in the realm of e-commerce customer service. I am adept at identifying and addressing issues promptly, working towards resolutions that prioritize customer satisfaction. Whether troubleshooting technical problems or resolving concerns about orders, my proactive problem-solving approach ensures a smooth and positive customer experience.

Adaptability and tech-savviness are integral aspects of my skill set. The ever-evolving nature of the e-commerce industry demands a quick and efficient grasp of new technologies and digital platforms. I am comfortable navigating various systems and stay informed about the latest products, promotions, and policies, ensuring that I provide customers with up-to-date and relevant information.

In summary, my skills as an e-commerce customer service agent encompass effective communication, extensive product knowledge, empathy, strong problem-solving abilities, and adaptability to the dynamic technological landscape. These skills collectively contribute to delivering exceptional customer service in the fast-paced and ever-changing world of online retail.