Key Responsibilities

Handle a wide spectrum of customer inquiries, including:
- Product information and guidance
- Delivery follow-ups and order status updates
- Returns, replacements, refusals, and post-purchase concerns
Manage multi-channel support across:
- Email and chat (Freshdesk)
- Phone calls and SMS (Podium)
Independently resolve all non-financial customer issues and service-related concerns.
Escalate refund requests, discounts, and compensation approvals according to internal policies.
Maintain high-quality documentation of all interactions in the CRM system.
Consistently meet daily support volume targets:
- 10+ tickets/day
- 10–15 calls/day during peak periods
Deliver luxury-level service by maintaining a professional tone, polished communication, and empathetic customer engagement.
Collaborate with internal teams (Sales, Operations, Logistics, Product) to resolve complex issues.
Manage administrative duties and tasks as assigned to meet shifting business priorities.
Carrier Coordination: Managing daily tasks when carriers reach out regarding orders falling into storage, special customer delivery requests, and scheduling updates.
Issue Resolution: Handling delivery service failures.
Operational Reporting: Providing regular reports on shipment volume and overall service quality.

CUSTOMER SERVICE REPRESENTATIVE – INTERMEDIATE