Customer Service Representative / Customer Care Specialist

The Customer Service Representative will be responsible for providing exceptional customer support to our online shoppers - in office. This includes answering inquiries, resolving issues, and ensuring customer satisfaction throughout their shopping journey. The ideal candidate will have a passion for fashion, excellent communication skills, and a commitment to delivering top-notch service in a fast-paced environment.

Key Responsibilities:

Customer Communication:
Respond to customer inquiries via email, live chat, phone, and social media in a timely and professional manner.

Order Assistance:
Assist customers with their orders, including tracking, returns, exchanges, and product information. Troubleshoot any issues related to shipping, delivery, and product availability.

Product Knowledge:
Stay up-to-date on product details, trends, and promotions to provide accurate and helpful information to customers.

Problem Resolution:
Handle and resolve customer complaints or issues with tact and empathy, ensuring a positive outcome for both the customer and the brand.

Customer Feedback:
Collect and report feedback from customers to help improve products, services, and overall customer experience.

Returns and Exchanges:
Manage returns and exchanges, ensuring customers are informed of policies and procedures, and ensuring smooth execution of returns.

Order Processing:
Assist in processing orders, ensuring accuracy in customer details, product selection, and shipping information.

Customer Retention:
Engage with customers to encourage brand loyalty, answer questions about upcoming collections or promotions, and provide personalized recommendations.

Collaboration with Other Teams:
Work closely with the warehouse, marketing, and product teams to ensure timely and accurate fulfillment of customer orders.