? Attracts potential customers by answering product and service questions; suggesting information about other products and services. ? Receive and respond to customer email; gather and verify required information ? Present customer service solutions and or suggest additional items, cross sell, up sell ? Provide information to the customer and place appropriate notes in system indicating exactly what action was taken or needs to be taken ? Ensure proper security procedures are followed on all e-commerce customer interactions ? Maintained thorough knowledge of systems so that information can be researched and proper information is given to customer ? Effectively question customers to obtain information needed to process requests ? Compose thoughtful and accurate messages or customize prepared responses to customer inquiries ? Share information with your team and leaders to raise awareness of potential needs and concerns ? Ensure positive and productive interactions; avoid conveying negative messages ? Responds positively in conflict situations and work to find appropriate solutions ? Proactively look for ways to improve the customer experience and take initiative to make necessary changes