Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9), HST (UTC -10)

Position Summary:

As a Customer Service Representative at Solesdi US, you will be essential in providing outstanding support to our customers. Your responsibilities will include responding to questions, resolving concerns, and ensuring overall customer satisfaction. The ideal candidate is an excellent communicator with strong problem-solving skills and a commitment to delivering top-quality service.

Responsibilities:

1. Customer Support:
• Respond to customer inquiries promptly and accurately through phone, email, and chat.
• Assist with product details, order updates, returns, exchanges, and general questions.
• Effectively address and resolve customer issues to ensure a positive experience.

2. Order Management:
• Process orders, including entry, tracking, and customer updates.
• Work closely with logistics and warehouse teams to ensure orders are fulfilled accurately and on time.
• Manage order-related concerns such as delays, missing items, or billing errors.

3. Product Knowledge:
• Gain a thorough understanding of our products, their features, and benefits.
• Provide customers with accurate, detailed product information to support their purchasing decisions.
• Stay informed about product changes, promotions, and industry developments.

4. Troubleshooting and Technical Support:
• Help customers with technical problems related to the website, online orders, or other digital tools.
• Diagnose common issues and guide customers through step-by-step solutions.
• Forward more complex technical problems to the appropriate internal teams.

5. Customer Feedback and Reporting:
• Gather and record customer feedback, including suggestions and concerns.
• Share insights with relevant teams to help enhance products and services.
• Prepare regular reports on customer inquiries, trends, and recurring issues.

6. Relationship Management:
• Build and maintain strong customer relationships by providing attentive, personalized service.
• Proactively follow up to ensure customer needs are met and issues are resolved.
• Collaborate with other departments to address customer concerns and support continuous improvement.

Requirements:

• Previous experience in customer service, preferably in retail or e-commerce.
• Strong verbal and written communication skills, with the ability to empathize and communicate clearly.
• Strong problem-solving abilities and the capacity to handle challenging situations professionally.
• Ability to multitask and prioritize in a fast-paced setting.
• Familiarity with customer service tools, CRM platforms, and online communication systems.
• Proficiency with tools such as Microsoft Word, Excel, and Outlook.
• High attention to detail and accuracy in order processing and data entry.
• Ability to work well in a team environment and contribute to a positive workplace.
• Willingness to work flexible hours, including evenings, weekends, and holidays.

Join the Solesdi US team and help us deliver exceptional footwear and customer experiences. Apply now to begin an exciting career as a Customer Service Representative with a global industry leader.

Note: This job description provides a general overview of the role’s responsibilities and requirements and is not an exhaustive list.