Customer Service Representative

About the Role

We are seeking a Customer Service Representative with solid experience in retail commerce platforms, particularly in the fashion industry, who has worked with CRM tools such as Gorgias. This role involves supporting a client that is a leading online women's fashion retailer known for its well-curated collections and diverse stylish offerings. This is a fantastic opportunity to engage with an energetic and rapidly expanding retail commerce brand at the forefront of e-commerce.

Responsibilities and Expectations

• Demonstrate a strong interest or direct experience with varying fashion trends.
• Utilize knowledge of retail commerce platforms effectively in daily tasks.
• Operate CRM systems like Gorgias and related AI tools or any similar customer support software.
• Use Shopify platform proficiently to assist in customer support.
• Deliver high-quality customer service predominantly through email communication.
• Exhibit excellent verbal and written communication skills.
• Resolve customer queries efficiently by applying solid problem-solving skills.
• Work both autonomously and collaboratively within a team setting.
• Be receptive to feedback aimed at enhancing the customer service experience.
• Maintain confidence and adaptability in the competitive landscape of fashion and e-commerce.
• Keep updated on current fashion trends, fabric types, and production techniques.
• Maintain professionalism, politeness, and excellent interpersonal skills while engaging customers.
• Think creatively and act proactively when addressing customer issues.
• Manage time effectively to maintain productivity of handling 10–15 customer tickets per hour.
• Achieve and sustain a minimum quality score of 90% in customer service evaluations.

Qualification and Equipment Requirements

• Applicants must provide their own working device meeting these specifications:
• Minimum internet speed of 50 Mbps.
• At least 8GB of RAM with Intel i5 10th generation processor or higher.
• A quiet working environment free from distractions.
• Use of a noise-canceling headset is mandatory.
• Devices such as desktops, Chromebooks, or systems running Linux are not permitted.
• Recruitment is restricted exclusively to candidates located in Kenya.

Benefits

• Performance incentives through the "Club 90" Reward and Recognition Program.
• Improved work-life balance by eliminating commuting times.
• Provision of an internet allowance to support connectivity needs.