Role Overview
As a Customer Service Agent, you will be the first point of contact for our client's customers. You will deliver a high-quality customer experience across both online and in-store channels, helping customers with inquiries, resolving issues, and ensuring every interaction contributes to a positive shopping experience.
Key Responsibilities
- Deliver exceptional customer service and build positive relationships with customers.
- Respond to customer inquiries across multiple channels, including phone, email, live chat, eBay, and Facebook.
- Meet customer service performance standards, including satisfaction targets and service level agreements (SLAs).
- Process and manage online orders, including cancellations, returns, and refunds.
- Work closely with management and internal departments to resolve issues related to systems, processes, website functionality, and customer concerns.
- Escalate recurring issues and provide feedback to help improve customer experience and internal processes.
What You'll Need to Succeed
- Strong professionalism, empathy, and a customer-first mindset.
- Clear and concise communication skills, with the ability to listen carefully and provide effective solutions.
- Ability to resolve customer concerns efficiently while maintaining high service quality.
- Resilience and composure when handling difficult customers or high-pressure situations.
- Willingness to quickly learn and stay up to date on products, services, policies, systems, and procedures.
Qualifications & Experience
- At least 2 years of customer service experience in a fast-paced environment.
- Experience using customer service platforms; Zendesk experience is preferred.
- Strong Microsoft Office skills, particularly Excel.
