Customer Service Representative
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Job Description
Customer Service Representative supporting eCommerce footwear customers for Vida Shoes International. Managing orders, returns, CRM records, and customer communications remotely.
Responsibilities:
- Work with order release and fulfillment systems in Shopify and proprietary platforms
- Maintain and execute return processing through an integrated system
- Maintain accurate records of customer interactions in the CRM/ticketing system
- Receive and promptly handle customer calls, chats, and emails regarding sales order process, Return Goods Authorization (RGA), and general product knowledge
- Maintain a positive, empathetic, and professional attitude toward customers
- Communicate and escalate issues or concerns to brand management as needed
- Perform ad hoc duties as assigned
Requirements:
- Matric Certificate (Grade 12) or equivalent
- 2 to 3 years of customer service experience in eCommerce
- High fluency in English, both written and verbal, with excellent grammar and comprehension
- Excellent courteous customer service skills with the ability to remain calm under pressure
- Strong computer skills – general knowledge of PC/Mac and Microsoft Office
- Ability to multi-task and manage multiple customer interactions efficiently
- Working knowledge of Shopify Plus and ticketing tools like Gorgias, Zendesk, etc.
- Must be able to work a 40-hour week on Eastern Standard Time (EST)
- Coverage through weekends and Holidays maybe required
- A reliable internet provider(s)
- A personal computer
- A backup power source such as a UPS (Uninterruptible Power Supply)
Benefits:
- Remote work flexibility
- Structured onboarding, coaching, and cross-training
- Growth opportunities within the CS team
- Competitive salary
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