Customer Specialist

Role Summary

The Customer Specialist will manage customer inquiries predominantly via online chat, ensuring prompt and precise responses that lead to high customer satisfaction. This position demands strong written communication abilities, empathetic customer engagement, and familiarity with e-commerce operations, especially within the fashion and imitation jewellery sectors.

Key Responsibilities

• Engage with customers through chat channels on the website, marketplaces, and social media to address their needs.
• Resolve queries about order statuses, shipping, returns, refunds, cancellations, product specifics, and ongoing promotions.
• Deliver correct and detailed information on products, pricing, company policies, and special offers.
• Collaborate effectively with warehouse, logistics, and various internal departments to promptly address and solve customer concerns.
• Uphold elevated customer satisfaction levels and ensure swift response times.
• Record and maintain accurate documentation of customer interactions within CRM tools.
• Adhere to established standard operating procedures, quality standards, and escalation protocols.
• Spot repetitive issues and communicate suggestions for process enhancements.