Customer Service Representative

Responsible for delivering exceptional support to customers by addressing inquiries, resolving order-related issues, and ensuring a smooth and satisfying online shopping experience. This role serves as the front line for customer interactions across digital channels, including chat, email, and messaging platforms.

Key responsibilities

Engage with customers directly through chat, email, or customer service platforms to answer questions and provide prompt, professional support

Handle and resolve post-purchase concerns, including refund and return requests, points accreditation, order cancellations and changes before dispatch, and out-of-stock issues

• Assist customers with order placements, helping them navigate the website or app and confirm product availability
• Track and monitor deliveries, proactively providing customers with shipping updates and helping to resolve any logistics-related concerns
• Offer personalized product recommendations based on customer preferences, needs, or browsing behavior
• Collaborate with internal teams (logistics, sales, inventory, and marketing) to gather accurate information and ensure seamless resolution of customer concerns
• Record customer feedback and recurring issues to help improve products, services, and processes
• Ensure all customer interactions align with the company's tone of voice and brand values
• Meet performance targets, such as response time, resolution time, and customer satisfaction ratings

About you

• Bachelor's degree in Communication, Business, Marketing, or any related field
• At least 3 years' experience in customer service role
• Experience working with CRMs such as Salesforce or Zendesk preferred
• Knowledgeable with MS office applications, google applications, email management, and client systems
• Ability to work well in a team environment with strong sense of professionalism
• Excellent problem-solving, troubleshooting, and decision-making skills