Customer Service Representative

About Us:
nuuds is a fast-growing eCommerce brand that values excellent customer service, innovative solutions, and a positive shopping experience. We are looking for a passionate and driven Customer Service Representative to join our team and help provide top-notch support to our customers.

Job Description:
As a Customer Service Representative, you will play a critical role in ensuring our customers have the best experience with our products and services. You will respond to customer inquiries via email, chat, and social media, manage order-related issues, and handle returns and exchanges. The ideal candidate will have strong experience with Shopify and Gorgias and possess a customer-first mindset.

Key Responsibilities:
- Provide exceptional customer support across multiple channels including email, live chat, and social media.
- Assist customers with product inquiries, order status updates, shipping questions, returns, exchanges, and troubleshooting.
- Use Shopify to track orders, process returns, and update customer information.
- Utilize Gorgias to manage and respond to support tickets efficiently.
- Resolve customer issues quickly and professionally, ensuring customer satisfaction.
- Identify and report common customer issues and collaborate with other departments to improve the customer experience.
- Maintain a positive and empathetic tone when communicating with customers.
- Document and track customer interactions and feedback in a clear and organized manner.
- Help maintain product knowledge to assist customers effectively with recommendations and solutions.

Qualifications:
- Proven experience in customer service, with a focus on eCommerce.
- Strong working knowledge of Shopify for order management, returns, and product inquiries.
- Hands-on experience using Gorgias or similar helpdesk platforms to manage and respond to customer tickets.
- Excellent written and verbal communication skills.
- Strong problem-solving abilities and the ability to think on your feet.
- Ability to manage multiple customer inquiries simultaneously and maintain attention to detail.
- A customer-first attitude with a passion for delivering excellent service.
- Previous experience in a fast-paced environment is a plus.
- Familiarity with eCommerce and online shopping trends is preferred.