Customer Service Representative (Retail and Ecommerce)

Full Time, onsite
Multiplymii
Philippines, Philippines

Salary undisclosed

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What Are We Looking For

MultiplyMii is in search of a Customer Service Representative who will be working with our client based in California, USA. Our client brings lifestyle fashion into their customers’ homes with their line of luxury bedding. Their bedding bundles not only offer the highest quality pillows, sheets, duvets and covers on the market, but are also tailor-made for any sleep style or preference.

In this role, you are responsible for handling customer service inquiries for both retail brands and Direct-to-Consumer (DTC) platforms, ensuring timely and effective resolution across email, chat, and phone channels. You will monitor retailer portals, communicate with retailers and the warehouse team, manage returns and exchanges, and utilize CRM tools like NetSuite to track and resolve order-related issues, ensuring a seamless customer experience.

Beyond your experience, we are seeking someone who is organized, versatile, inquisitive, detail-oriented, and possesses exceptional communication skills in English, both written and verbal.

This role is 100% work from home.

In This Role, You Will

Handle customer service inquiries for both retail brands and Direct-to-Consumer (DTC) platforms, ensuring timely and effective resolution via email, chat, and phone.
Provide customer service across multiple channels, with a focus on email and chat (80%) and limited phone calls (20%) for DTC inquiries, while ensuring the quality of service is maintained across all touchpoints.
Act as the primary point of contact for customers, managing incoming and outgoing communication regarding orders, product inquiries, and concerns.
Monitor Retailer Portals: Check each retailer's portal daily to track orders, returns, and resolve issues such as shipping problems or inventory discrepancies.
Maintain regular communication with retailers to ensure smooth order fulfillment, address any concerns, and resolve issues in a timely manner.
Daily communication with the warehouse team to ensure that shipments are processed promptly and resolve any issues related to shipping delays or errors.
Handle Returns and Exchanges: Address and process return requests through retailer portals, ensuring a seamless experience for the customer and proper documentation.
CRM Management: Use NetSuite to monitor and manage all DTC orders, ensuring order accuracy, timely updates, and proactive follow-up with customers when necessary.

About You

Core qualifications:

2-3 years of experience in customer service, especially in handling retail and DTC issues, is essential.
Having the ability to communicate effectively and professionally across various channels (email, chat, phone) with both customers and retailers.
A keen eye for detail is important to avoid errors and ensure smooth order processing.
Resourceful in identifying solutions to problems and ensuring timely resolutions.
A team player who is able to collaborate with others to ensure efficient operations.

Advantageous

Familiarity with customer relationship management (CRM) software, such as NetSuite is a plus
Having experience with eCommerce platforms such as Amazon, Etsy, Shopify, Walmart, and Macy's is highly valuable.

Technical Requirements (Device)

Laptop/Computer (at least 8GB RAM)
Headset (preferable noise canceling microphone)
Fast/Stable Internet Connection (At least 10 mbps)

Why MultiplyMii

MultiplyMii, a premium recruitment & HR services company, is growing FAST and we are currently hiring an exceptional Customer Service Representative who desires to be part of an exciting organization that rewards and values its team members.

One clear benefit for you beyond the long list at the bottom is that MultiplyMii will be there to hold your hand every step of the way, providing you and the client on-boarding, supporting your unique needs, handling any challenges that might come up in your work environment. We are here to give you (and our client) every opportunity to get it right and nurture this relationship.