Customer Service Representative

Job Description: Level Up Talent Solutions is looking for a Customer Service Representative to deliver exceptional customer support throughout the customer journey—from product and order inquiries to delivery, returns, refunds, and after-sales concerns. The role will provide professional and timely support through email, telephone, and live chat, while working closely with E-commerce, Operations, Warehouse, Product, Finance, and delivery teams to investigate concerns, coordinate solutions, and ensure customer issues are resolved efficiently.

The ideal candidate is customer-focused, empathetic, detail-oriented, organized, and proactive, with strong communication and problem-solving skills.

Key Responsibilities

Customer Support Provide professional and timely assistance through email, phone, and live chat. Handle inquiries regarding orders, products, personalization, delivery, payments, returns, refunds, and replacements. Investigate customer concerns and provide accurate and appropriate resolutions. Handle difficult or dissatisfied customers with patience and professionalism.

Take ownership of customer concerns and keep customers informed until resolution. Order & Delivery Support Monitor and investigate order status, dispatch, and delivery concerns. Handle delayed, missing, damaged, incomplete, or incorrectly delivered orders. Coordinate with courier and delivery partners when necessary. Follow up delivery investigations and provide timely customer updates.

Identify recurring delivery issues and escalate operational concerns. Returns, Refunds & After-Sales Process returns, refunds, replacements, and other after-sales requests according to company policies. Ensure requests are handled accurately and within service standards. Clearly explain policies, procedures, and expected timelines.

Maintain accurate case records and follow through on outstanding concerns. Escalate complex or exceptional cases appropriately. Product & Personalization Support Provide accurate information about products, availability, personalization options, and services. Assist customers with personalized orders and product requirements.

Coordinate with Product, Warehouse, E-commerce, and other teams when further investigation is required. Develop strong knowledge of the product range to provide accurate customer support. Case Management & Administration Record customer interactions, actions, outcomes, and resolutions in relevant systems. Maintain complete and accurate customer and case records.

Manage assigned tickets according to priorities, SLAs, and service standards. Monitor outstanding cases and ensure timely follow-up. Escalate complex, sensitive, or high-risk cases when necessary. Customer Service Performance Meet agreed Customer Service KPIs for response time, resolution, productivity, quality, and customer satisfaction.

Prioritize workload effectively during periods of high customer demand. Maintain consistent availability and responsiveness during scheduled hours. Proactively communicate workload concerns, backlogs, or issues affecting service levels. Cross-Functional Collaboration Work closely with E-commerce, Operations, Warehouse, Product, Finance, and other teams to resolve customer concerns.

Provide clear and accurate information to internal teams. Follow up on outstanding actions to ensure cases progress toward resolution. Build positive working relationships across teams. Customer Insights & Continuous Improvement Identify recurring customer concerns, complaints, product issues, and service trends. Share customer feedback that can improve products, website information, delivery, and processes.

Recommend improvements to Customer Service workflows, templates, and procedures. Support self-service, automation, and technology initiatives that improve customer experience and team efficiency.

Requirements

Previous experience in Customer Service, preferably within E-commerce, retail, or online customer support. Experience supporting customers through phone, email, and/or live chat. Excellent written and verbal English communication skills. Strong listening, questioning, problem-solving, and decision-making skills. Customer-focused and empathetic, especially when handling complaints or challenging situations.

Strong attention to detail when handling orders, customer information, refunds, and delivery concerns. Ability to manage multiple customer inquiries and priorities while maintaining quality and accuracy. Strong organizational and time-management skills. Good IT skills and ability to work across multiple systems. Comfortable working independently in a remote environment while collaborating with a wider team.

Proactive approach to identifying issues and finding appropriate solutions. Willingness to learn new systems, processes, policies, and product information.