Customer Service Representative

About the role

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