Customer Service Representative (CSR)
Company:Activate Talent
Location:South Africa, Philippines, Colombia, Mexico, Argentina, Brazil, PST
Languages:English
Seniority level:Junior, 1-3 years
Experience:1-3 years
Skills:
ShopifyProblem SolvingCustomer serviceAttention to detailWritten communicationMultitaskingEnglish communicationCRM
Requirements:
1-3 years of experience in Customer Support or Customer Experience. Exceptional written communication skills with the ability to adapt tone to the Kitsch brand voice. Experience with helpdesk platforms (e.g., Gorgias, Zendesk, Freshdesk). Strong problem-solving abilities and attention to detail. Ability to multitask and prioritize in a fast-moving environment. Empathy-driven, patient, and customer-obsessed. Strong English skills (C1+). Experience in beauty, accessories, or lifestyle brands (Nice to Have). Familiarity with Shopify or other e-commerce management platforms (Nice to Have). Experience handling social media customer interactions (Nice to Have). Background in retention, upselling, or customer insights (Nice to Have).
Responsibilities:
Respond to customer inquiries across email, chat, and social channels. Troubleshoot issues related to orders, shipping, returns, product questions, and account concerns. Maintain high-resolution rates and customer satisfaction scores. Work closely with fulfillment and logistics teams. Manage returns, exchanges, replacements, and refunds. Monitor order discrepancies and proactively flag recurring issues. Stay updated on Kitsch products, launches, promotions, and policies. Provide product guidance and recommendations. Escalate quality issues or customer insights to relevant teams. Document cases, workflows, and solutions in the CRM system. Identify patterns in customer feedback to propose improvements. Collaborate with marketing, e-commerce, and operations on cross-functional initiatives.
