• Engage with customers directly through chat, email, or customer service platforms to answer questions and provide prompt, professional support
• Handle and resolve a variety of post-purchase concerns, including:

-Refund and return requests (including defective or incorrect items)

-Points accreditation

-Order cancellations and changes before dispatch

-Out-of-stock (OOS) issues, including suggesting alternatives or providing updates

• Assist customers with order placements, helping them navigate the website or app and confirm product availability
• Track and monitor deliveries, proactively providing customers with shipping updates and helping to resolve any logistics-related concerns
• Offer personalized product recommendations based on customer preferences, needs, or browsing behavior to enhance the shopping experience
• Collaborate with internal teams (logistics, sales, inventory, and marketing) to gather accurate information and ensure a seamless resolution of customer concerns
• Record customer feedback and recurring issues to help improve products, services, and processes
• Ensure all customer interactions align with the company’s tone of voice and brand values
• Meet performance targets, such as response time, resolution time, and customer satisfaction ratings