Customer care representative

House of EM5 is a fast-growing e-commerce company committed to delivering exceptional products and outstanding customer experiences. We pride ourselves on innovation, speed, and putting the customer first in everything we do. As we continue to grow, we are looking for passionate individuals to join our customer care team.

Job Summary

As an Ecommerce Customer Care Representative, you will be the first point of contact for our customers. Your role is essential in ensuring customer satisfaction by providing timely, empathetic, and professional support via email, chat, and phone. You'll help resolve issues, answer questions, and provide information about our products and policies.

Responsibilities

• Respond to customer inquiries through email, chat, and phone in a timely and courteous manner.
• Resolve product or service problems by clarifying customer complaints, determining the cause, and selecting the best solution.
• Track and follow up on customer interactions to ensure satisfaction.
• Collaborate with internal teams (logistics, warehouse, product) to resolve customer concerns.
• Process returns, refunds, and exchanges following company policies.
• Identify trends in customer issues and suggest improvements.
• Maintain detailed records of customer interactions and transactions.
• Represent EM5 in a positive, professional, and brand-aligned manner.