Customer Service Representative

Job Summary

The Customer Service Representative (CSR) is responsible for providing exceptional support to customers shopping through our e-commerce platform. This role serves as the primary point of contact for customer inquiries and ensures a positive customer experience from order placement through post-purchase support.

Key Responsibilities

• Respond promptly and professionally to customer inquiries via phone, email, chat, and CRM systems
• Assist customers with order placement, order status, returns, exchanges, and refunds
• Resolve customer issues and complaints efficiently while maintaining a high level of customer satisfaction
• Accurately document customer interactions and update records in the CRM system
• Process orders, track shipments, and coordinate with internal teams to resolve delivery or product issues
• Provide product information, pricing, promotions, and policy explanations to customers
• Identify opportunities to upsell or cross-sell products when appropriate
• Escalate complex issues to management when necessary
• Maintain knowledge of company products, services, and e-commerce tools
• Follow company policies, procedures, and customer service standards

Required Qualifications

• Associate or bachelor’s degree required
• 1+ year of customer service experience, preferably in an e-commerce or retail environment
• Strong verbal and written communication skills
• Comfortable working with computers, order management systems, and CRM platforms
• Ability to multitask and manage time effectively in a fast-paced environment
• Strong problem-solving skills and attention to detail

Preferred Skills & Experience

• Familiarity with CRM systems
• Sales or upselling experience
• Ability to handle sensitive customer situations with professionalism and empathy

Work Environment & Schedule

• Office-based
• Standard business hours Monday to Friday, 8 am to 5 pm

Compensation & Benefits

• Competitive hourly wage or salary based on experience
• Paid sick and vacation time and holidays
• Health, dental, vision, and supplemental benefits
• Opportunities for growth and advancement within the company