CUSTOMER SERVICE REPRESENTATIVE

We are seeking a motivated and customer-focused Customer Service Representative with experience in digital platforms and e-commerce operations to join our team. The ideal candidate will be responsible for delivering exceptional service to our online customers, resolving issues, and ensuring a smooth and seamless customer experience across multiple channels (website, email, chat, social media, etc.). This role requires excellent communication skills, a deep understanding of digital shopping behaviors, and the ability to troubleshoot and resolve inquiries effectively.

Key Responsibilities:

-Customer Interaction: Provide prompt, friendly, and knowledgeable support to customers via live chat, email, phone, and social media.
-E-commerce Support: Assist customers with orders, payments, returns, exchanges, and product information, ensuring their satisfaction with the online shopping experience.
-Technical Troubleshooting: Troubleshoot technical issues related to the e-commerce platform, including login problems, order errors, or website navigation issues.
- Product Inquiries: Offer detailed product information and recommendations based on customer needs and preferences, ensuring they have all the necessary details for making purchasing decisions.
- Order Management: Process, track, and follow up on customer orders, returns, exchanges, and refunds, ensuring accurate and timely resolution.
- Escalation Handling: Identify and escalate issues that require advanced support, ensuring quick resolution by liaising with relevant teams (IT, fulfillment, etc.).
- Feedback Gathering: Collect customer feedback on the digital shopping experience and report insights to improve services, website functionality, and product offerings.
- CRM Usage: Utilize customer relationship management (CRM) software and other digital tools to document inquiries, track progress, and maintain a detailed history of customer interactions.
- Continuous Learning: Stay up-to-date on e-commerce trends, platform updates, and customer service best practices to enhance the customer experience.

Qualifications:

Experience:
- 2+ years of customer service experience in a digital or e-commerce environment.
- Familiarity with online shopping platforms (e.g., Shopify, Magento, WooCommerce, etc.) and digital customer service tools.
- Experience with live chat, social media management, or customer support software (Zendesk, Freshdesk, etc.) is a plus.

- Skills:
- Excellent verbal and written communication skills.
- Strong problem-solving skills with a customer-first approach.
- Ability to multi-task and handle customer inquiries across multiple digital channels.
- Proficient in using digital tools such as CRM systems, order management systems, and e-commerce platforms.
- Attention to detail and ability to follow up on unresolved issues.

Personal Attributes:
- Empathetic and patient with customers, able to stay calm under pressure.
- Self-motivated, dependable, and a strong team player.
- Adaptable and willing to learn new digital tools and systems.

Preferred

- Previous experience in a customer service role within an online retail or e-commerce environment.
- Familiarity with common customer service KPIs (e.g., response time, resolution rate, customer satisfaction score)

If you think you fit for the role, kindly send a 1-2min audio recording of your work experiences as well as your updated CV. Incomplete applications will not be acknowledged. Thank you!