Freelance Digital Customer Service

Responsibilities
Job Overview
We are looking for a Freelance Digital Customer Service to join our growing family. A Freelance Digital Customer Service plays a key role in providing excellent Customer Service to online shoppers, addressing inquiries, resolving issues, and ensuring a positive shopping experience through digital channels.
Job Roles

• Customer Inquiry Handling: Respond promptly and professionally to customer inquiries, including questions about products, orders, returns, shipping, and promotions, through various digital channels such as email, WhatsApp, Facebook, and Instagram.
• Order Support: Assist customers with order placement, tracking, and modification, ensuring accuracy and timeliness.
• Issue Resolution: Investigate and resolve customer issues, complaints, or disputes, ensuring customer complain solved 100%
• Policy Adherence: Ensure compliance with company policies, including return and exchange policies, and communicate these policies to customers.
• Technical Assistance: Provide technical support to customers who may encounter issues with the website, mobile app, or online shopping tools.
• Cross-Selling and Upselling: Identify opportunities to suggest complementary products or upgrades to customers, contributing to increased sales.
• Product Feedback: Collect and relay customer feedback, product reviews, and suggestions to the product development and merchandising teams for continuous improvement.
• Escalation Handling: Escalate complex issues or customer concerns to higher-level support or management when necessary.
• Record Keeping: Maintain accurate records of customer interactions, inquiries, and resolutions in the Customer Service database.
  

• Educational Background: A high school diploma or equivalent is typically required, but a bachelor's degree in a relevant field can be beneficial.
• Willing to work from office if needed.
• Customer Service Experience: Min. 1 year of experience in Customer Service in an e-commerce or fashion retail environment is preferred
• Communication Skills: Excellent written and verbal communication skills to engage with customers professionally and effectively.
• Product Knowledge: A strong understanding of fashion products, including materials, sizing, and style trends.
• Digital Savvy: Familiarity with digital communication tools, Customer Service software, and e-commerce platforms.
• Problem-Solving: Effective problem-solving skills to address customer issues and find suitable resolutions.
• Multi-Channel Proficiency: Comfortable using various digital channels for Customer Service, including email, chat, social media, and messaging apps.
• Organization: Strong organizational skills to manage multiple customer interactions simultaneously and follow up as needed.
• Patience: The ability to remain patient and composed, especially when dealing with challenging customer situations.
• Adaptability: Willingness to adapt to changing customer inquiries, trends, and technology.