Customer Service Representative

Role Overview

• Work with order release and fulfillment systems in Shopify and proprietary platforms.
• Maintain and execute return processing through an integrated system.
• Receive and promptly handle customer calls and emails regarding all aspects of: Sales order process, Return Goods Authorization (RGA), General product knowledge.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Communicate and escalate any issues or concerns to brand management as needed.
• Perform ad hoc duties as assigned.

Requirements

• Matric Certificate (Grade 12) or equivalent.
• 2 to 3 years of customer service experience in eCommerce.
• Strong spoken and written English skills. (speaking, reading, and writing).
• Excellent courteous customer service skills with the ability to remain calm under pressure.
• Strong computer skills – general knowledge of PC/Mac and Microsoft Office.
• Ability to multi-task and manage multiple customer interactions efficiently.
• Working knowledge of Shopify Plus and ticketing tools like Gorgias, Zendesk, etc.
• Must be able to work a 40-hour week on Eastern Standard Time (EST).
• Must have: A reliable internet provider, A personal computer, A backup power source such as a UPS (Uninterruptible Power Supply)

Benefits

• Growth Potential: Opportunity for career advancement and skills development