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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.

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Apply for Customer Care Specialist at Addiction Pet Foods