Customer Service Representative

Job Brief

This role is responsible for providing prompt, professional, and effective customer support across email, phone, and live chat channels. The Customer Service Representative acts as a key liaison between customers and internal teams, handling inquiries, processing returns and refunds, and ensuring a seamless online shopping experience. The role supports both fulfilment and ecommerce operations.

Responsibilities

Customer Support

• Respond to customer enquiries via phone, email, and live chat
• Manage customer loyalty accounts and resolve queries efficiently
• Address customer complaints and provide resolution within defined timeframes
• Maintain customer records, interactions, and follow-up status updates
• Liaise with internal departments and external logistics/freight providers for issue resolution

Returns & Refunds

• Process returns and refunds within 2 business days of receipt
• Com...