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Job Description
- Address incoming customer inquiries via phone, email, and chat, providing knowledgeable responses on Mr. Tailor’s product lines, sizes, and customization options.
- Monitor and engage with customer comments, messages, and reviews across platforms (Instagram, Facebook, Twitter, etc.), ensuring prompt, helpful, and on-brand responses.
- Provide support to customers by answering questions on products, availability, sizing, and policies, while working with the customer service team for escalated issues.
- Proactively resolve any complaints or issues related to orders, returns, or exchanges in a courteous and efficient manner, escalating cases to supervisors as necessary.
- Accurately log all customer interactions, ensuring follow-up steps and resolutions are recorded in the company’s CRM system.
- Stay updated on Mr. Tailor’s latest promotions, policies, and systems to provide current and accurate information to customers.
- Making follow-up phone calls to make sure the issue has been resolved.
- Follows-up on customer requests for unit cancellation and recommendations for other unit sales
- Responds to complaints complaints/requirements and provide guidance when needed.
- Support quick and sensitive responses to any PR issues or customer complaints, following Mr. Tailor’s crisis communication guidelines.
Job Requirements
- Previous experience in a call center, customer service, social media moderation , customer support or retail role, preferably within the fashion industry.
- Strong verbal and written communication skills, active listening, problem-solving abilities, and a customer-first mindset.
- Ability to work in shifts, including evenings and weekends, as required by business needs.
- Exceptional writing and editing skills with an understanding of brand tone and voice.
- Strong ability to resolve conflicts and respond professionally to negative feedback.
