Customer Care

Position Summary:
The Customer Service Representative will handle customer inquiries, order tracking, and complaints related to both e-commerce transactions and delivery services. You will be responsible for ensuring customer satisfaction by providing timely updates, resolving issues related to orders and deliveries, and coordinating with the delivery team to ensure smooth service.

Key Responsibilities:

• Respond to customer inquiries related to products, orders, and deliveries via phone, email, and chat.
• Assist customers with order placement, tracking deliveries, and handling returns or exchanges.
• Resolve customer complaints regarding orders, damaged products, or delivery delays, ensuring a timely and satisfactory resolution.
• Coordinate with the logistics/delivery team to provide real-time updates to customers about their delivery status.
• Monitor the delivery process to ensure orders are delivered on time and handle any issues that may arise during delivery.
• Process refunds, exchanges, and returns, adhering to the company’s policies.
• Maintain accurate records of customer interactions, complaints, and resolutions using the CRM system.
• Communicate with warehouse staff and delivery drivers to solve any logistics-related issues.
• Contribute to continuous improvement by providing feedback from customers to the management team.
• Meet customer service goals, including response time, customer satisfaction, and delivery resolution.

Requirements:

• High school diploma or equivalent a Bachelor’s degree is preferred.
• Experience in customer service or e-commerce roles.
• Familiarity with e-commerce platforms, order management systems, and CRM software.
• Basic knowledge of logistics and delivery operations.
• Strong verbal and written communication skills.
• Problem-solving skills with a customer-first mindset.
• Ability to multitask and prioritize customer issues effectively.
• Proficiency in Microsoft Office Suite or related software.

Preferred Qualifications:

• Experience in the e-commerce or logistics industry.
• Knowledge of delivery management software.
• Ability to work flexible hours or shifts, including weekends and holidays.
• Bilingual skills are a plus.