Customer Service Representative - Immediate Joiners Preferred

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.