Customer Service Representative

About This Role

This role is the frontline of our customer experience, helping resolve inquiries, process orders, and ensuring every interaction reflects our commitment to quality and service. You will directly impact customer satisfaction, retention, and brand loyalty by solving problems and handling details.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and CRM systems in a professional and timely manner
• Provide accurate information and support to customers and consumers
• Resolve customer concerns and complaints with a solutions-focused approach
• Process customer orders, return authorizations, and warranty claims with strong attention to detail
• Update customer portals with order status, inventory levels, and return information
• Document all interactions clearly and accurately within the CRM system
• Collaborate with internal teams including Finance, Marketing, Product, and Sales to resolve customer needs
• Perform basic mathematical calculations to support order processing and issue resolution
• Gather and report data to support quality control and continuous improvement initiatives
• Maintain up-to-date knowledge of products, policies, and procedures

Requirements

• 1-3 years experience in a call center or retail environment with direct customer contact
• Strong communication and interpersonal skills with a genuine focus on customer satisfaction
• Highly organized and detail-oriented, with the ability to multitask and prioritize effectively
• Proactive, adaptable mindset with a willingness to learn and take on new challenges
• Reliable, professional, and committed to delivering excellent customer service
• Strong critical-thinking and problem-solving skills
• High school diploma or equivalent
• Ability to type 50+ words per minute
• Ability to manage a high volume of inbound calls (approximately 75+ per day)
• Ability to handle phone calls and live chat sessions simultaneously
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Strong internet research and general computer skills

Qualifications

• High school diploma or equivalent
• 1–3 years’ experience in a call centre or retail environment with direct customer contact

Nice to Have

• Experience in home improvement, consumer goods, seasonal products, textiles, or manufacturing
• Additional customer service training or certifications
• Intermediate Excel skills

Skills

* Required skills

Benefits