Customer Support Representative

Customer Support: Respond promptly and professionally to customer inquiries via email, phone, chat, and social media channels. Resolve customer complaints, including issues related to orders, refunds, exchanges, and product inquiries. Guide customers through the online shopping process, assisting with account creation, payment methods, and product selection. Order and Issue Resolution: Collaborate with the logistics team to track and resolve delivery-related issues, including delays, damaged goods, and returns. Liaise with the e-commerce team to address website-related issues or discrepancies, such as incorrect product availability. Notify relevant departments when promotional offers or website content no longer match the available inventory. Customer Relationship Management: Maintain accurate customer records and interactions in the CRM system. Follow up on unresolved issues to ensure customer satisfaction and loyalty. Identify opportunities to upsell or cross-sell products based on customer needs. Collaboration with Internal Teams: Work closely with the logistics and operations teams to ensure smooth order fulfilment and delivery. Coordinate with the marketing and e-commerce teams to provide customer feedback on products, campaigns, and promotions. Performance Tracking and Reporting: Monitor and report on common customer issues to identify trends and recommend improvements to processes and systems. Meet or exceed performance metrics, including response time, resolution time, and customer satisfaction scores.