Customer Service Representative (Apparel eCommerce)

Job Title: Customer Service Representative – Apparel eCommerce

Location: Remote

Employment Type: Full-Time

Work Hours: 9AM-5PM EST

Job Overview:

We are seeking a detail-oriented Customer Service Representative with strong professional writing skills, excellent spoken and written English, and the ability to effectively communicate with customers. This role requires a deep understanding of company policies and the ability to handle customer inquiries regarding online orders, inventory availability, shipping issues, charge disputes, and returns. Occasionally, you will need to place calls to customers to provide resolutions or clarifications.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via email and phone
• Address concerns related to online orders, including lost shipments, stock availability, charge issues, and returns
• Understand and apply company policies while assisting customers
• Maintain accurate records of customer interactions and issues
• Coordinate with other teams (inventory, logistics, billing) to resolve customer concerns efficiently
• Provide a positive shopping experience by ensuring courteous and effective communication
• Assist in resolving charge disputes and processing refunds when needed

Qualifications:

• Excellent written and verbal English communication skills
• Previous experience in customer service, preferably in an apparel eCommerce setting
• Strong understanding of customer service etiquette, with a professional and empathetic approach
• Ability to comprehend and apply company policies accurately
• Proficiency in email management tools and basic CRM software (experience with Zendesk, eDesk, or similar platforms is a plus)
• Strong organizational and problem-solving skills
• Ability to multi-task and handle customer inquiries with efficiency
• Comfortable making outbound calls to customers when needed