As a Customer Support Representative, you will assist customers with questions and concerns related to orders, deliveries, shipping, cancellations, refunds, billing inquiries, and product-related issues. You'll be expected to communicate clearly, demonstrate empathy, resolve issues efficiently, and take ownership of customer concerns, particularly when orders are delayed, missing, damaged, or incorrect.

Because many orders are associated with special occasions, gifts, celebrations, and important moments, providing outstanding customer service and a positive customer experience is essential.



Overall Responsibilities

We are seeking customer service professionals with strong experience in live chat support who are also comfortable and proficient in handling email inquiries and phone support as part of their daily responsibilities.

Key responsibilities include:

Provide exceptional customer service through chat, email, and phone support.
Respond to customer inquiries regarding orders, deliveries, refunds, returns, billing concerns, and account-related issues.
Investigate and resolve shipping delays, missing packages, damaged orders, and incorrect deliveries.
Communicate with customers in a professional, empathetic, and solution-oriented manner.
Handle multiple customer interactions simultaneously while maintaining quality and accuracy.
Accurately document customer interactions and resolutions within internal systems.
Collaborate with internal teams and external partners to resolve customer concerns.
Monitor open cases and ensure timely follow-up until resolution.
Meet productivity, quality, customer satisfaction, and service-level expectations.
Demonstrate sound judgment when handling sensitive or escalated customer concerns.
Maintain thorough knowledge of company products, policies, systems, and procedures.
Adapt to changing business needs, seasonal volume increases, and process updates.