JOB RESPONSIBILITIES


Respond promptly and professionally to customer inquiries via phone.
Resolve customer complaints and provide solutions that align with company policies.
Process orders, returns, and refunds while maintaining accurate records.
Assist customers with navigating the e-commerce platform and resolving technical issues.
Escalate unresolved issues to senior staff or relevant departments.
Maintain a high level of product knowledge to provide accurate information to customers.
Follow up with customers to ensure issues are fully resolved and service satisfaction is achieved..
Document customer interactions and prepare regular performance reports.


EDUCATION REQUIREMENTS


Degree or diploma in a business related course from a recognized institution
Proven experience in customer service or a similar role, preferably in e-commerce.
Strong verbal and written communication skills.
Proficiency in using customer support software, CRMS, or helpdesk tools.
Ability to handle high call volumes while maintaining professionalism.
Problem-solving skills and the ability to work under pressure.
Basic understanding of e-commerce processes such as order fulfilment and returns.
Flexible to work shifts, including weekends and holidays if required.