E-commerce Customer Service

About the role

You will be the primary point of contact for our online customers, ensuring every interaction with our brand is positive, helpful, and efficient. You will handle inquiries across multiple channels—including live chat, email, social media, and phone—resolving issues related to orders, shipping, returns, and product details while driving customer satisfaction and brand loyalty.

Key responsibilities

• Respond promptly and professionally to customer inquiries via email, live chat, social media direct messages, and telephone.
• Assist customers with order placement, order tracking, returns, exchanges, refunds, and address changes.
• Provide accurate product information, usage advice, and stock availability to help guide purchasing decisions.
• Investigate and resolve customer complaints regarding shipping delays, damaged items, wrong shipments, or missing packages.
• Coordinate with courier partners and warehouse fulfillment teams to track and resolve logistics issues.
• De-escalate challenging customer situations with patience, empathy, and creative problem-solving.
• Escalate complex or unresolved issues to the supervisor or relevant internal team when necessary.

About you

• Detail-oriented
• Empathetic
• Communicative