Customer Service Representative – Returns & Claims

About Us

Kissprom is a fashion e-commerce company specializing in dresses, formalwear, and special occasion apparel. We are looking for a detail-oriented and patient Customer Service Representative to join our team and support our returns and customer claims process.

Job Overview

This position focuses on communicating with customers regarding return requests, refund questions, damaged items, cleaning fees, and compensation-related issues. The ideal candidate should be professional, patient, detail-oriented, and able to handle sensitive customer conversations while following company policies.

Key Responsibilities

• Communicate with customers regarding return requests, refund status, exchanges, and return policy questions.
• Review return cases involving damaged, worn, stained, altered, or incomplete items.
• Explain applicable deductions, cleaning fees, damage charges, or refund adjustments to customers in a clear and professional manner.
• Collect and review photos, return documentation, order details, and customer communication records.
• Coordinate with warehouse, inspection, and internal teams to confirm item condition and return eligibility.
• Document return cases accurately in the system and maintain clear case notes.
• Handle customer complaints calmly and professionally, especially when customers disagree with refund deductions or fees.
• Follow company policies and escalate complex or high-risk cases to management when needed.
• Support other customer service tasks as assigned.

Qualifications

• Previous customer service, e-commerce, retail, returns, claims, or dispute-handling experience preferred.
• Strong written and verbal communication skills.
• Ability to explain policies clearly and professionally.
• Detail-oriented and able to review photos, order details, and return records carefully.
• Comfortable handling difficult conversations with customers.
• Basic computer skills and ability to use email, CRM, Shopify, or similar systems.
• Experience in apparel, fashion, bridal, formalwear, or online retail is a plus.
• Bilingual English/Chinese is a plus, but not required.

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Retirement plan

Application Question(s):

• This is an on site job, need to come to office 5 days per week.

Language:

• Chinese (Preferred)

Ability to Commute:

• Tustin, CA 92782 (Required)

Work Location: In person