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Customer Service Representative – Retail/Ecommerce
ZigZag Offshoring. Manage customer interactions across email, website, and live chat .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer interactions across multiple channels, ensuring adherence to brand policies and internal guidelines while driving team performance and enhancing customer experience.
Highest-signal resume keywords
Customer Service ExperienceProblem-Solving SkillsWritten And Verbal CommunicationKPI AchievementTeam Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Interaction ManagementTicket ManagementReturns ProcessingRefund ProcessingEcommerce Knowledge
Soft Skills
Interpersonal SkillsPositive AttitudeProactive ApproachAttention To DetailMultitasking Ability
Industry Keywords
RetailEcommerceCustomer ExperienceService Process ImprovementSLA Compliance
About the role
Key responsibilities & impact- Manage customer interactions across email, website, and live chat
- Handle inbound and outbound inquiries while meeting daily ticket targets and established SLAs
- Respond promptly and professionally to customer inquiries
- Investigate and resolve customer service complaints with the Assistant Team Lead and Customer Service Manager
- Collaborate with team members to support overall team success
- Adhere to brand policies and internal guidelines
- Work closely with the Warehouse Team to resolve customer inquiries
- Monitor returns, exchanges, and voids, ensuring authentication and proper handling
- Assist with refunds and credit notes
- Provide team assistance regarding internal processes and ticket inquiries
- Perform ad-hoc duties assigned by management
- Provide feedback and recommendations to the Customer Service Team Lead and Operations Manager
- Contribute to customer experience and service-process improvements
- Report directly to the Customer Service Team Lead
Requirements
What you’ll need- 2 to 4 years of customer service experience focused on retail/ecommerce
- Passion for delivering exceptional customer experiences and driving team performance
- Positive, proactive attitude with strong interpersonal skills
- Advanced problem-solving skills
- Strong work ethic focused on achieving KPIs and team goals
- Excellent written and verbal communication skills with attention to detail
- Ability to multitask in a fast-paced environment without compromising service quality
Benefits
Comp & perks- Full-time employment
- Hybrid work arrangement
- Dayshift schedule
- Diverse, inclusive, and equitable workplace
- Collaborative, creative, and continuous-learning culture