Job Description
DUTIES AND RESPONSIBILITIES
- Answer phone calls, emails, and chat messages from customers regarding their orders or service.
- Handle post-purchase concerns such as missing items, damaged products, or delays.
- Assist customers with return requests, exchanges, and refunds in line with company policies.
- Enter and update customer information and order details in the system.
- Work with the warehouse, shipping, and billing departments to resolve customer issues.
- Check in with customers to confirm resolution of issues or to gather feedback.
- Document all customer interactions and resolutions in the CRM or internal tracking system.
- Offer guidance or clarification about product features, warranties, and usage.
- Achieve targets for response time, resolution rate, and customer satisfaction.
- Keep up to date with product updates, company procedures, and promotional offers.
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