Customer Service Representative

Role

Customer Service Representative

Overview

This role involves managing a high volume of customer enquiries across multiple platforms, including but not limited to Gorgias, TikTok Seller Centre, and phone calls. You will be the first point of contact for our customers, ensuring they receive prompt, professional, and accurate assistance. The ideal candidate should have excellent communication skills, problem-solving abilities, and the capacity to handle multiple tasks efficiently in a fast-paced environment.

Responsibilities

• Manage customer enquiries across various platforms including Gorgias, TikTok Seller Centre and phone calls.
• Provide timely and effective responses to customer concerns, product inquiries, complaints, and service-related requests.
• Resolve customer issues and answer product-related questions while maintaining a positive and professional demeanor.
• Stay informed about the company’s products and services; update yourself on new launches and changes in product offerings.
• Identify and escalate critical issues to the appropriate team or manager when necessary.
• Handle difficult situations professionally and ensure they are resolved in a timely manner; ensure every customer interaction is handled with professionalism, empathy, and respect.

Product Knowledge

• Maintain up-to-date knowledge of the company’s products and services to provide accurate information to customers.

Skills & Qualifications

• Maintain Professionalism
• Proven experience in customer service, with a strong preference for handling inquiries via TikTok Seller Centre, Emails or Gorgias
• Excellent written and verbal communication skills; ability to convey information clearly, politely, and efficiently.
• Attention to Detail; ability to identify key issues in customer inquiries and provide accurate and relevant responses.
• Ability to collaborate effectively with colleagues from different departments and work toward shared goals.

What is Expected

• Team Player
• Ability to manage a high volume of inquiries each day while maintaining excellent service standards.
• Quality Service Delivery; deliver exceptional customer service by addressing issues, answering questions, and providing relevant product information accurately and promptly.
• Adaptability; quickly adjust to changes in customer service procedures, platforms, or product offerings.
• Maintain a positive and proactive approach to customer interactions, even in challenging situations.
• Participate in feedback sessions and training to improve processes and product knowledge.
• Customer-Centric Focus

Seniority level

• Not Applicable

Employment type

• Temporary

Job function

• Customer Service
• Industries: Personal Care Product Manufacturing