We are seeking a dedicated and proactive Customer Service Representative to join our team. The ideal candidate will be responsible for handling email inquiries, addressing customer complaints, processing order adjustments, managing refunds, and engaging with customers on social media platforms. We are looking for someone who is passionate about providing exceptional customer service, possesses excellent communication skills, and demonstrates a strong work ethic. This role requires a genuine desire to contribute to the success of our business.
The Role
- Email Management : Respond promptly and professionally to customer inquiries, received via email. Provide accurate information and solutions to resolve customer issues effectively.Maintain organized records of customer interactions and transactions.
- Complaint Resolution : Address customer complaints with empathy and understanding.Investigate issues thoroughly and take appropriate action to resolve customer concerns.Follow up with customers to ensure their satisfaction and loyalty to our brand.
- Order Adjustment : Assist customers with order adjustments, including modifications, cancellations, and exchanges.Coordinate with other departments to ensure timely processing of order changes.
- Refunds Control : Process refunds in accordance with company policies and procedures. Monitor refund requests and ensure compliance with refund guidelines.
- Social Media Engagement : Monitor and respond to customer inquiries, comments, and direct messages on social media platforms (e.g., Facebook, Instagram, Tiktok).
- Engage with our online community in a friendly and authentic manner, reflecting our brand's tone and personality. Collaborate with the marketing team to address any social media-related issues or trends.
Schedule : First 2 weeks : Monday to Friday 8PM to 5am PHT (they will shadow our CS Lead for training for 2 weeks here)
After 2 weeks : Monday to Friday 2AM - 10 AM PHT
Ideal Profile
Excellent written and verbal communication skills.Strong interpersonal skills and ability to empathize with customers.Attention to detail and ability to multitask in a fast-paced environment.Sincere commitment to adding value to our team and business.Willingness to learn and adapt to new processes and technologies.Ability to work independently and collaboratively as part of a team.Flexibility to work occasional evenings or weekends, as needed.Work ethic and reliability.What's on Offer?
Flexible working optionsLeadership RoleAttractive Salary & Benefits