E-Commerce Customer Support Specialist

Customer Service Representative

Responsibilities include:

• Act as the primary point of contact for customers across email and social media platforms.
• Manage daily inbound enquiries, ensuring all tickets are responded to promptly and resolved within established service-level standards.
• Provide clear, professional, and empathetic communication at all times.
• Ensure accurate documentation of all customer interactions in the CRM system.
• Troubleshoot and resolve customer concerns relating to:
• Order tracking and delivery delays
• Returns and exchanges
• Payments and refunds
• Product details, sizing, availability, and policies
• Liaise with warehouse, logistics, retail, and finance teams to resolve operational issues.
• Escalate complex cases appropriately while maintaining ownership of the customer experience.
• Ensure all communication reflects the brand's tone, culture, and service p...