Customer Service Representative

Role Overview

• Be the first point of contact for customer enquiries across email, social media and live chat.
• Allocate enquiries from central channels to the appropriate teams or departments.
• Follow procedures to resolve customer queries in a timely manner and escalate where necessary.
• Assess incoming tickets to prioritise urgency and support needs.
• Maintain customer accounts and detailed records of interactions, inquiries, complaints, and comments.
• Use knowledge of products or services to resolve queries or forward them to the appropriate staff.
• Record and provide detailed information when escalating tickets to ensure smooth handover.
• Manage and track progress of customer tickets, ensuring timely follow-ups and resolution.
• Solve customer queries regarding delayed or missing online orders by investigating with shipping carriers.
• Collaborate with internal teams, suppliers, and couriers to resolve customer issues and close communication loops.
• Report recurring issues to management for improvement.
• Respond to enquiries related to contact lens orders and accounts.
• Liaise with stores and suppliers to resolve queries.
• Escalate unresolved issues and report system problems to management.
• Provide support to retail teams on customer and system-related queries.
• Respond to enquiries regarding systems and customer issues.
• Demonstrate professionalism, adaptability, and resilience in all interactions.
• Build strong relationships and communicate effectively.
• Maintain a focus on improving personal performance and key metrics.

Requirements

• At least 5+ years of customer service experience, with a strong focus on live chat support, preferably within the eCommerce or retail industry.
• Must possess excellent customer service skills, ensuring a positive, professional, and solution-oriented experience for every customer.
• Proficiency with CRM tools like Intercom.
• Proficiency with Google and Microsoft suite programs (PPT and Google slides included).
• Ability to respond appropriately under pressure, demonstrating sound judgment, excellent problem-solving skills, and a positive attitude, while effectively building strong relationships with clients.
• Superb written and verbal communication skills.
• Outstanding service attitude and stakeholder management.
• Highly trainable, self-motivated, and passionate about customer service and people.
• Demonstrates a high level of reliability and responsiveness, ensuring timely follow-ups, consistent communication, and prompt resolution of tasks and inquiries.
• Trustworthy and can handle sensitive information.
• A desire to make a change, suggest improvements, and get the job done.
• A sense of urgency and the ability to work towards deadlines.