Retail Customer Care Associate

About the role

Join a leading global digital services firm as a Retail Customer Care Associate, supporting a large e‑Commerce furniture marketplace. You will act as a liaison for North American clients, providing accurate information, resolving issues, and ensuring high customer satisfaction.

Key responsibilities

• Identify and assess client needs, building sustainable relationships through open communication.
• Provide accurate information using appropriate tools, meet service targets and call handling quotas.
• Handle complaints, offer solutions within time limits, and follow up to ensure resolution.
• Maintain records of interactions, process accounts, and adhere to communication policies.

Required profile

• Minimum of 4 CXC/GCE subjects including English and a numeric subject, or equivalent U.S. high school diploma/GED.
• Valid government ID, TRN and NIS card, flexible availability for any shift including weekends and holidays.
• Demonstrated high‑level performance in high‑volume inbound calls; customer service experience preferred.
• Excellent attention to detail, patience, empathy, and strong verbal and written communication skills.

Required skills

• Proficiency with Microsoft Office (Outlook, Word, Excel).
• Experience using CRM applications and basic PC keyboarding.
• Typing speed of at least 35 wpm with 80% accuracy.
• Ability to multitask across multiple browsers, tabs, and tools while assisting customers.