Customer Support Officer (Retail Experience) - Work from Home / Dayshift

Minimum of 2 years’ experience in a customer service or order processing role, preferably in e-commerce or logistics. Experience supporting international customers (UK/USA) highly regarded. Familiarity with product-based enquiry handling. Exceptional written communication skills for live chat and email correspondence. Strong attention to detail to prevent incorrect order fulfilment. Ability to work effectively in a fast-paced, high-volume support environment. Solid problem-solving skills, especially for discrepancies and claims. Knowledge of order management systems, freight logistics, and EDI processes. Proficiency with live chat and ticketing support tools. Customer-first mindset with professionalism and empathy. Flexible and adaptable, with availability to work evenings and weekends on a rotational basis. High accuracy in order capture before consignment (low error rate). Strong first-response and resolution times. SLA compliance for B2B/EDI orders and credit claims. Positive customer satisfaction scores and feedback ratings. Reduction in return rates caused by order errors.

Handle a high volume of customer interactions via live chat and email. Respond to product and usage questions. Resolve comfort-fit issues and general non-safety-related satisfaction queries. Accurately process and review all orders prior to consignment. Identify and correct order issues before dispatch. Liaise with warehouse and logistics teams. Provide order status updates, tracking details, and delivery timeframes. Assist with international shipping enquiries and address changes. Manage size exchanges, returns authorizations, and refunds. Address and resolve product satisfaction issues. Assist customers with account login issues, payment queries, and subscription management. Manage gift card enquiries. Manage wholesale and EDI order enquiries. Resolve order discrepancies, shipping issues, and credit claims. Support UK and USA customers, including coverage for time zones. Participate in rotational weekend coverage. Identify complex issues and escalate to senior team members. Ensure escalated concerns are resolved fully.