Customer Service Representative (Part-time)

Job Description

Job Title: Customer Service Representative

Location: Remote

Work Shift: AU Time zone

Working Hours: 20 hours per week (Part-time with the potential to transition to Full-time)

*Flexibility to work during weekends

Note: This position is only open to applicants who are not currently working full-time.

Job Description:

We are looking for a dedicated and detail-oriented Customer Service Representative to join our team. In this role, you will be instrumental in assisting our customers with inquiries, exchanges, returns, and ensuring a smooth and enjoyable shopping experience. The ideal candidate will possess excellent communication skills, a customer-first mindset, and the ability to manage multiple tasks with efficiency.

Key Responsibilities:

• Respond to customer inquiries promptly and professionally across multiple channels (email, phone, live chat).
• Assist customers with exchanges, returns, and refunds, ensuring compliance with company policies.
• Effectively manage updates to shipping addresses, resolve tracking issues, and provide accurate product information.
• Deliver clear, precise, and consistent communication regarding products, services, and company policies.
• Support the customer service team in processing orders, ensuring accuracy and timely fulfillment.
• Collaborate with logistics and fulfillment teams to resolve order-related issues quickly.
• Work flexible hours, including weekends, especially during peak seasons to meet customer demands.
• Manage a high volume of inquiries without compromising on quality or service standards.
• Maintain accurate records of customer interactions, transactions, and feedback.
• Analyze trends and recurring issues to identify areas for improvement in customer service processes.
• Work closely with team members to enhance customer service strategies and overall efficiency.
• Stay up to date with product knowledge and company policies to provide knowledgeable support.

Requirements

• Proven experience in customer service, with a track record of addressing customer needs and resolving issues effectively.
• Experience with direct-to-consumer brands or e-commerce is a plus.
• Proficiency in Gorgias and Shopify is preferred, along with familiarity with customer service software and Microsoft Office Suite.
• Experience with Cin7 or similar tools is a plus, especially in inventory management and order processing.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and keen attention to detail.
• Ability to multitask and thrive in a fast-paced environment.
• Flexibility to work weekends and take days off on weekdays to ensure consistent customer support.