About this role
Responsibilities
- Respond to customer inquiries via email or chat in a timely and professional manner
- Resolve customer concerns, complaints, and issues while maintaining a positive customer experience
- Process orders, returns, exchanges, and refunds accurately
- Provide product, service, and policy information clearly and consistently
- Document customer interactions and update records in CRM or POS systems
- Escalate complex issues to appropriate teams when necessary and follow up to ensure resolution
- Maintain knowledge of company products, services, and procedures
- Collaborate with team members and other departments to improve customer satisfaction
- Meet individual and team performance goals, including response time and customer satisfaction metrics
- Uphold company standards, policies, and brand representation in all customer interactions
Qualifications
- Strong verbal and written communication skills
- Strong problem solving and multitasking abilities
- 1+ year in customer service
- Strong interpersonal skills and a customer-first mindset
- Proven ability to resolve customer issues efficiently while maintaining professionalism and empathy
- Ability to handle high-volume inquiries and prioritize tasks in a fast-paced environment
- Proficiency with basic computer applications (email, spreadsheets, word processing) and experience using CRM or POS systems
- Strong attention to detail and accurate data entry skills
- Experience working with Tik Tok Shop and Shopify is a plus