Job Summary
We are looking for a proactive and customer-focused Customer Service Agent to join our eCommerce/Operations team.
The ideal candidate will serve as the primary point of contact for customers, providing exceptional support to resolve inquiries, manage orders, and ensure a seamless shopping experience.
You will play a vital role in building customer loyalty and ensuring satisfaction through professional and empathetic communication.
Key Responsibilities
Customer Interaction
- Respond promptly to customer inquiries via email, chat, social media, and phone.
- Provide accurate and timely information regarding orders, products, returns, and company policies.
- Assist customers with placing orders, tracking shipments, and resolving technical issues.
Order and Issue Resolution
- Investigate and resolve order discrepancies, including delays, incorrect shipments, and refunds.
- Process returns, exchanges, and warranty claims in alignment with company policies.
- Liaise with warehouse, logistics, and other internal teams to address and resolve order-related concerns.
Customer Feedback
- Gather and document customer feedback to identify trends, common issues, and areas for improvement.
- Share insights with the relevant teams to enhance customer experience and optimize processes.
Knowledge Management
- Stay updated on product features, promotions, and inventory levels to provide accurate support.
- Maintain detailed records of customer interactions, transactions, and feedback in the CRM system.
Proactive Engagement
- Reach out to customers to follow up on unresolved issues and ensure satisfaction.
- Assist with outbound communication for promotions, new product launches, and loyalty programs.
Required Qualifications
Education
- High school diploma or equivalent (Bachelor's degree in a related field is a plus).
Experience
- 2+ year of customer service experience, preferably in an eCommerce or retail environment.
- Familiarity with eCommerce platforms (e.g., Shopify, Magento) and CRM tools is an advantage.
Technical Skills
- Proficiency in using customer support software (e.g., Zendesk, Freshdesk).
- Basic knowledge of order management systems and tracking tools.
Soft Skills
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Patience, empathy, and a customer-first mindset.
- Ability to work in a fast-paced, team-oriented environment.
Note: Due to high volume of applicants, only shortlisted candidates will be contacted. 
