Customer Service Representative
TAMAA -
New Cairo, Cairo
Job Details
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Job Description
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.
Job Requirements
Experience:
- Previous experience in customer service, retail, or eCommerce (preferably in fashion) is a plus.
- Strong written and verbal communication skills.
- Proficient in using customer service software, email, and live chat platforms
- Ability to multitask and stay organized in a fast-paced environment.
- A positive and empathetic attitude with a passion for helping customers.
- Knowledge of fashion trends, clothing sizes, and product fit is a plus
- High school diploma or equivalent (Bachelor's degree preferred).
- Ability to work independently and as part of a team.
- Experience with order management systems (OMS) and customer relationship management (CRM) tools.
- Flexibility to work in shifts, including weekends and holidays if needed.
Preferred Qualifications:
- Familiarity with eCommerce platforms such as Shopify.
- Knowledge of inventory and stock management processes.
- Previous experience in the fashion industry is highly desirable.
