Customer Service Representative

Job Description

• Providing prompt, empathetic responses to customer inquiries via phone, email, chat, and Amazon communication channels.
• Listening actively to customer concerns, demonstrating empathy and respect while addressing issues.
• Investigating and resolving customer complaints effectively, ensuring a seamless customer experience.
• Proactively anticipating customer needs, providing solutions that exceed expectations.
• Continuously enhancing knowledge of the company’s products, services, and policies to provide accurate and informed support.
• Empowering customers by offering clear, helpful product information and troubleshooting guidance.
• Staying updated on the e-commerce landscape to deliver efficient, platform-specific support.
• Striving to resolve customer issues independently, taking accountability for assigned brands and responsibilities.
• Escalating complex cases to higher-level staff when necessary, ensuring prompt and effective resolutions.
• Using AI tools and resources to improve efficiency and enhance customer interactions.
• Providing actionable feedback to management, highlighting common customer issues and suggesting improvements for product or service enhancements.
• Actively participating in the continuous improvement of processes, utilizing customer feedback as a catalyst for change.
• Contributing to refining AI tools and support resources to streamline customer interactions and improve efficiency.
• Maintaining a positive and professional demeanor in all interactions, both with customers and internal teams.
• Working collaboratively with colleagues, sharing insights and ideas that contribute to team efficiency and customer experience improvements.
• Upholding the company's commitment to transparency, integrity, and customer-centric excellence in every task.
• Embracing new tools and technologies that drive innovation in customer support, contributing to improved team efficiency and company growth.
• Being open to feedback and committed to continuous learning, adapting to changes in customer service processes and tools.

• High school diploma or equivalent (Associate's degree or Bachelor's degree is a plus).
• Previous customer service experience in e-commerce, retail, or call centers is preferred but not required.
• Strong written and verbal communication skills, with the ability to adapt to diverse customer needs.
• Empathetic and patient demeanour, with a solutions-oriented mindset.
• Demonstrated problem-solving skills, critical thinking under pressure, and adaptability to challenges.
• Familiarity with customer service software, CRM systems (e.g., Zendesk), and AI tools is a plus
• Detail-oriented, with a strong commitment to delivering exceptional customer experiences.
• Ability to work effectively in a fast-paced, dynamic environment.
• A proactive attitude toward continuous learning and embracing new technologies and products.
• Multilingual skills are a bonus, particularly in French and Italian.