Customer Service Specialist

Company Description

At EDT, our mission is simple:

To reimagine the daily devices in our lives — for today and for the future.

To spark joy in the everyday humdrum through thoughtful design and seamless technology.

To make modern living better.

Role Description

We’re looking for a Customer Service Associate who can turn every customer interaction into trust, clarity, and delight.

You’ll be the first point of contact for our growing community — guiding them before they buy, supporting them after they do, and helping them understand the design and tech behind our products.

If you’ve worked with D2C brands, consumer appliances, hardware, or tech-enabled products — and love helping people get more out of what they use every day — this role is built for you.

Key Responsibilities

1. Manage and resolve customer queries via email, phone, live chat, WhatsApp, and social channels within defined SLAs.

2. Support customers in the pre-purchase phase with product guidance and recommendations.

3. Troubleshoot product issues and guide customers through structured, step-by-step resolution.

4. Coordinate with repair/service partners for escalations and fix timelines.

5. Handle warranty claims, replacements, and returns as per company policy.

6. Maintain accurate interaction logs across CRM tools.

7. Work comfortably with AI-assisted workflows — chatbots, IVR flows, automated responses.

8. Collaborate with product, operations, and logistics teams to close customer issues smoothly.

9. Identify and report recurring customer pain points to improve products and processes.

10. Proactively engage with customers to enhance satisfaction and encourage repeat purchases.

11. Communicate like a human — warm, clear, empathetic — not like a script.

12. Understand product specifications deeply and troubleshoot basic hardware-level issues.

What We’re Looking For

Must-Haves

• D2C brand experience is mandatory.

• Experience handling customer support for consumer appliances / home devices / hardware (air fryers, electronics, kitchen appliances, etc.).

• Strong troubleshooting and analytical skills.

• Excellent communication — warm, clear, and human.

• Ability to manage high-volume queries with calmness and clarity.

• Tech-savvy; quick to learn tools, CRM systems, and product details.

Good-to-Haves

• Experience in sales, customer delight programs, or community-facing roles.

• Exposure to design-led or tech-led D2C brands.

• Familiarity with CRM and AI-driven customer support systems.

• Interest in design, modern living, and the future of home devices.

CTC: