job description
Join Customer Persona Simplified as a Customer Care Associate specializing in Product Returns for our Australian Account. In this role, you will be the first point of contact for customers seeking assistance with return requests, ensuring a seamless and positive experience that strengthens brand loyalty.
Based in the vibrant and culturally rich location of Bali, you will work in a dynamic, customer-centric environment, leveraging your communication skills to resolve inquiries efficiently while maintaining the highest standards of professionalism. This is an excellent opportunity for individuals passionate about delivering exceptional service and thriving in a fast-paced, international setting.
If you are a problem-solver with a knack for turning customer challenges into satisfaction, we invite you to apply and become a valued member of our team.
Responsibility
- Process and manage product return requests from Australian customers via phone, email, or chat.
- Provide clear, empathetic, and accurate information regarding return policies, procedures, and timelines.
- Verify customer details, order information, and eligibility for returns or refunds.
- Coordinate with logistics and warehouse teams to ensure timely processing of returns and replacements.
- Document all customer interactions and transactions in the CRM system with precision.
- Identify recurring issues or trends in return requests and escalate to the relevant departments for resolution.
- Offer alternative solutions, such as exchanges or store credits, to enhance customer satisfaction.
- Maintain a professional and courteous demeanor in all customer interactions, adhering to company standards.
Qualifications
- Minimum of 1-2 years of experience in customer service, preferably in a call center or e-commerce environment.
- Excellent English communication skills, both written and verbal, with a neutral accent.
- Strong problem-solving abilities and attention to detail.
- Familiarity with CRM systems and basic data entry tools.
- Ability to work in a shift-based environment, including weekends or public holidays, as required.
- High school diploma or equivalent; a bachelor’s degree in a related field is a plus.
- Proven ability to handle stressful situations and maintain composure under pressure.
- Basic knowledge of Australian consumer laws and return policies is advantageous.