JOB PURPOSE:
The Customer Care Specialist is responsible for delivering timely, accurate, and customer-focused support across Email, Zendesk, Chat, and Phone. The role handles customer inquiries, order and delivery concerns, returns, exchanges, product questions, and issue resolution to ensure a positive customer experience. The position also supports customer retention and revenue growth through appropriate upselling, cross-selling, customer win back activities, and clear communication of Gifts with Purchase (GWP) promotions while adhering to service standards, internal processes, and company policies.
DUTIES AND RESPONSIBILITIES:
- Respond to customer inquiries promptly and professionally via Email, Zendesk, Chat, and Phone calls.
- Handle product inquiries, order tracking, delivery concerns, returns, exchanges, and after-sales
support accurately and efficiently. - Escalate unresolved or sensitive cases on time and maintain complete and accurate case records
in the system. - Deliver service with empathy, professionalism, patience, and clear communication across all
customer touchpoints. - Handle complaints and difficult situations in a calm, respectful, and solution-oriented manner.
- Support service quality targets by meeting response and resolution timelines and by sharing
recurring issues or improvement opportunities. - Identify relevant upselling and cross-selling opportunities during customer interactions to support
average order value and customer needs. - Support customer winback efforts through follow-up, personalized service, and communication of
relevant offers or solutions. - Help strengthen customer loyalty and long-term retention through positive and value-adding
service experiences. - Communicate Gifts with Purchase (GWP) promotions and other customer-facing initiatives clearly
and accurately. - Address customer concerns related to promotion eligibility, redemption, order fulfillment, and
related service issues. - Coordinate with internal teams to resolve order, fulfillment, platform, or product concerns and
ensure accurate customer updates. - Participate in team meetings, training sessions, coaching, and other capability-building activities.
- Support process improvement initiatives and other customer care or operational tasks assigned by
the immediate supervisor. - Contribute positively to collaboration, knowledge sharing, and achievement of department goals.
QUALIFICATIONS:
- Bachelor’s degree in any relevant field is preferred but not required.
- At least 1–2 years of experience in customer service, customer care, or customer support.
- Experience handling Email, Chat, Zendesk, and Phone support is an advantage. Background in e-commerce, retail, or consumer products is preferred. Experience in handling e-commerce platforms or Shopify is a plus.