Job Purpose
The Customer Care Specialist is responsible for delivering timely, accurate, and customer-focused support across Email, Zendesk, Chat, and Phone. The role handles customer inquiries, order and delivery concerns, returns, exchanges, product questions, and issue resolution to ensure a positive customer experience. The position also supports customer retention and revenue growth through appropriate upselling, cross-selling, customer win back activities, and clear communication of Gifts with Purchase (GWP) promotions while adhering to service standards, internal processes, and company policies.
Duties And Responsibilities
- Respond to customer inquiries promptly and professionally via Email, Zendesk, Chat, and Phone calls.
- Handle product inquiries, order tracking, delivery concerns, returns, exchanges, and after-sales support accurately and efficiently.
- Escalate unresolved or sensitive cases on time and maintain complete and accurate case records in the system.
- Deliver service with empathy, professionalism, patience, and clear communication across all customer touchpoints.
- Handle complaints and difficult situations in a calm, respectful, and solution-oriented manner.
- Support service quality targets by meeting response and resolution timelines and by sharing recurring issues or improvement opportunities.
- Identify relevant upselling and cross-selling opportunities during customer interactions to support average order value and customer needs.
- Support customer winback efforts through follow-up, personalized service, and communication of relevant offers or solutions.
- Help strengthen customer loyalty and long-term retention through positive and value-adding service experiences.
- Communicate Gifts with Purchase (GWP) promotions and other customer-facing initiatives clearly and accurately.
- Address customer concerns related to promotion eligibility, redemption, order fulfillment, and related service issues.
- Coordinate with internal teams to resolve order, fulfillment, platform, or product concerns and ensure accurate customer updates.
- Participate in team meetings, training sessions, coaching, and other capability-building activities.
- Support process improvement initiatives and other customer care or operational tasks assigned by the immediate supervisor.
- Contribute positively to collaboration, knowledge sharing, and achievement of department goals.
Qualifications
- Bachelor's degree in any relevant field is preferred but not required.
- At least 1–2 years of experience in customer service, customer care, or customer support.
- Experience handling Email, Chat, Zendesk, and Phone support is an advantage. Background in e-commerce, retail, or consumer products is preferred. Experience in handling e-commerce platforms or Shopify is a plus.
