Experienced Customer Service Representative Needed for Clothing Company

***Please read carefully before submitting your application.***

THE ROLE
The Customer Service Representative will respond to all sales queries, returns requests, complaints, and general correspondence ranging from company queries, partnership requests, and solicitations. Many queries are simple but some are moderately complex and require investigation to reach a resolution. The successful candidate will be a proactive problem-solver who can engage in a friendly, professional manner at all times in line with the company tone of voice and brand ---------- munications arrive by telephone, email, live chat, Instagram/Facebook messaging, and WhatsApp so you must have impeccable written and spoken English.

CUSTOMER SERVICE
o Deliver fantastic customer-focused service in a confident, helpful tone while actively listening to any concerns
o Help customers with the product - demonstrate a strong understanding of the clothing and jewelry that’s currently available
o Offer and schedule virtual or personal styling appointments for customers with extensive product queries
o Hit customer satisfaction survey and phone sale targets
o Ensure all queries are answered, calls returned and problems resolved within strict response deadlines

COMPANY POLICIES
o Offer support and solutions to customers using thorough knowledge of all company policies and procedures including returns, exchanges, shipping fees, taxation, payment issues, faulty products, complaints, styling requests
o Stay abreast of and communicate the brand messaging including recent initiatives or promotions that might suit the customer’s needs (e.g., gift with purchase, shipping discount)
o Respond proactively to the customer and team feedback improving customer service procedures, policies, and standards for your department as an when possible

GENERAL RESPONSIBILITIES
o Assist with ordinary website content management tasks
o Build strong relationships with the team and work together to provide a smooth customer experience
o Raise refund or compensation requests for any serious service shortfalls

JOB REQUIREMENTS
• A minimum of 2 years’ customer service experience, preferably in women’s fashion
• Perfect spoken and written English with excellent customer service and communication skills
• High energy and friendly with strong active listening skills, and highly proficient in problem analysis and identification
• Experience working for an online business using Shopify and Zendesk or similar platforms

TECHNICAL REQUIREMENTS
1. Subscription to a reliable, high-speed, hard-wired internet connection.
2. Must have a back-up connection and PC to avoid delays, late or absences because of PC crashing or Internet connection problems

If you are what we are looking for, please send us a link to your application with your cover letter, updated resume, and an audio recording answering the following:

1. How long have you been working in a home-based set-up? What are the challenges you met and how did you overcome these things?
2. Why do you think we should hire you? What are your competencies?
3. What are your experiences related to customer service and sales?
4. Are you interested in topics about women’s fashion, jewelry, and other accessories?

Thanks for reading!

*Only shortlisted applicants will be notified.