Customer Service Agent

Role Overview
As a Customer Service Agent, you will be the first point of contact for our client’s customers. You will deliver a high-quality customer experience across both online and in-store channels, helping customers with inquiries, resolving issues, and ensuring every interaction contributes to a positive shopping experience.

Key Responsibilities

• Deliver exceptional customer service and build positive relationships with customers.

• Respond to customer inquiries across multiple channels, including phone, email, live chat, eBay, and Facebook.

• Meet customer service performance standards, including satisfaction targets and service level agreements (SLAs).

• Process and manage online orders, including cancellations, returns, and refunds.

• Work closely with management and internal departments to resolve issues related to systems, processes, website functionality, and customer concerns.

• Escalate recurring issues and provide feedback to help improve customer experience and internal processes.

What You’ll Need to Succeed

• Strong professionalism, empathy, and a customer-first mindset.

• Clear and concise communication skills, with the ability to listen carefully and provide effective solutions.

• Ability to resolve customer concerns efficiently while maintaining high service quality.

• Resilience and composure when handling difficult customers or high-pressure situations.

• Willingness to quickly learn and stay up to date on products, services, policies, systems, and procedures.

Qualifications & Experience

• At least 2 years of customer service experience in a fast-paced environment.

• Experience using customer service platforms; Zendesk experience is preferred.

• Strong Microsoft Office skills, particularly Excel.