Customer Service Representative

Job Description

About the Role We’re looking for a Customer Service Representative & E-commerce Associate who is passionate about delighting customers and optimizing online shopping journeys. You’ll play a key role in making Chase Haul a brand customers love to return to. This role combines customer support, e-commerce catalog management, and brand engagement across platforms. Key Responsibilities Customer Experience Be the friendly, efficient, and reliable face of Chase Haul across all customer touchpoints: Respond to Freshdesk emails proactively, starting your day with overnight emails and revisiting at regular intervals (1 PM, 4 PM, 7 PM). Ensure no customer query goes unanswered —resolve or close irrelevant/resolved tickets. Monitor and reply to WhatsApp (via Pragma) chats needing agent help; follow up on auto-closed weekend chats using approved templates. Respond to Messenger & Instagram DMs daily via Meta Business Suite, using redirect templates to guide customers to email. Engage with Instagram and Facebook comments —thank compliments, provide direct product links, and address issues politely and publicly when appropriate. Download and organize customer-generated content (photos in Chase Haul outfits) to our Google Drive folder, naming them by IG handle, email, or WA number. Handle customer-specific queries related to Snapmint, logistics partners (Xpressbees, Bluedart, etc.) , and escalate when needed. Oversee returns, yet-to-be-shipped orders, self-shipped orders , and high-value issues (e.g., returns > ₹3000). E-commerce Catalogue Management Ensure our online store reflects the polish and professionalism of a top-tier fashion brand: Catalogue new products swiftly and accurately across platforms. Audit product fields—tags, categories, pricing, variant setup, and visibility. Verify color variants display correctly on PDPs (Product Display Pages). Optimize filter menus like category, color, brand, length for clarity on the “Shop All” page. Import reviews from marketplaces; add reviews for potential bestsellers . Ensure size options and related info are consistently added and clear. Who You Are A problem-solver with a proactive mindset and strong attention to detail. Excellent written communication skills (English). Prior experience in customer support or fashion e-commerce is a plus. Familiarity with tools like Freshdesk, WhatsApp Business, Meta Business Suite, Shopify, Google Drive . Ability to multitask and keep multiple channels organized with timely follow-ups. What You’ll Gain Hands-on experience across e-commerce operations and customer success. The chance to shape customer loyalty for a fast-growing fashion brand. A culture of ownership, speed, and continuous learning. Show more Show less