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Customer service
Requirements and responsibilities
- Handle customer inquiries via email, chat, and/or phone in a timely and professional manner
- Resolve customer complaints and provide appropriate solutions within agreed SLAs
- Manage and follow up on cases to ensure full resolution and customer satisfaction
- Maintain accurate documentation of all customer interactions in CRM systems
- Adhere to OMAC quality standards and internal performance KPIs
- Escalate complex issues to the relevant teams when necessary
- Support order management, returns, refunds, and product inquiries (Amazon, eBay, Walmart, etc.)
- Ensure compliance with company policies and client guidelines
- Contribute to continuous improvement initiatives and process enhancements
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