Customer Support Manager responsible for handling inquiries in E - Commerce. Ensuring high - quality service using CRM tools and collaboration with internal teams.
About the role
- Attending to customer inquiries and solutions via multiple channels for an e-commerce fashion brand. Handling returns, exchanges, and ensuring customer satisfaction through empathetic communication.
Responsibilities
- Multiskill customer support agent handling voice, ticketing, email and chat for the e-commerce channels of a portfolio of designer clothing and footwear brands;
- You will handle exchanges and returns, reversals and refunds;
- Forward complaints and compliments received to the appropriate departments;
- On all communication channels you must listen carefully to customers, engage them, conduct interactions efficiently, demonstrate empathy and understand the customer’s needs;
- On social media you will be responsible for responding to customer complaints and compliments related to our advertisements.
Requirements
- High school diploma;
- Experience in customer service for apparel/e-commerce;
- Basic knowledge of the fashion industry;
- Agility, good writing skills and clear diction;
- Experience with multichannel support – voice, chat and email;
- Ability to work remotely (home office);
- Have a suitable workspace for home office (desk, chair and quiet environment);
- Reside in São Paulo / Greater São Paulo;
- Availability to work onsite at the Vila Olímpia office when required by the company/management;
- Wired internet connection with at least 10 Mbps (do not use Wi‑Fi);
- Ability to operate multiple work platforms (Zendesk, WhatsApp, phone, chat and Microsoft Office).
Benefits
- Meal allowance (food voucher);
- Childcare assistance (children up to 24 months);
- Transportation voucher;
- TotalPass;
- Discounts on courses, university tuition and amusement parks.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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