Online Retail Customer Care Associate

About the role

Join a leading e‑Commerce shoe retailer as an Online Retail Customer Care Associate. You will act as the primary liaison for North American customers, providing information, answering queries and resolving issues with accuracy and empathy.

Key responsibilities

• Identify and assess client needs, building sustainable relationships through open communication.
• Handle a high volume of inbound contacts via phone, chat and email, providing accurate information and meeting service targets.
• Resolve complaints, offer appropriate solutions, and follow up to ensure complete resolution.
• Maintain detailed records of interactions and adhere to communication procedures and policies.

Required profile

• Minimum of 4 CXC/GCE subjects including English and a numeric subject, or equivalent US high school diploma/GED.
• Valid government ID, TRN and NIS card, and ability to work any shift including weekends and holidays.
• Strong attention to detail, patience, empathy and excellent verbal and written communication skills.

Required skills

• Proficiency with Microsoft Office applications (Outlook, Word, Excel).
• Experience with CRM applications and basic PC keyboarding.
• Typing speed of at least 35 wpm with 80% accuracy.