Customer Service Representative @ Blue Tokai Coffee

We re looking for a talented Customer Service Representative who ll be a critical part of our mission to consistently deliver accurate and professional customer service in a timely manner to all our retail (online) and B2B customers. As a CSR, you ll communicate with customers primarily through email, chat, and phone, and utilize internal software / tools to navigate customer orders, research, and communicate effective solutions.

• Respond to customer inquiries across all communication channels.

• Keep up to date with offered products and provide accurate answers to questions related to product features, pricing, and availability.

• Work closely with internal departments to meet customers needs and resolve complicated issues.

• Help resolve product returns and service / maintenance requests.

• Work with courier partners to respond to shipping inquiries and expedite order deliveries.

• Monitor and analyse customer feedback / reviews and provide suggestions to improve CSAT.

• Keep track of product listings to ensure accurate content across all sales channels (description, images, price, etc.).

• Ensure product content across different sales channels is accurate.

• Ability to comprehend and interpret customer issues correctly and communicate the solution clearly.

• Ability to compose accurate, concise, and grammatically correct written responses.

• Ability to communicate effectively with internal departments and work in a team environment.

• Good typing skills / speed.

• Familiar with MS Office / Google tools (Docs, Sheets, Slides, etc.).

• Basic understanding of e-commerce websites (Shopify, Amazon, etc.) and how they work.

• Ability to understand and quickly learn new tools / software.

• Effective problem-solving skills including decision making, time management, and immediate prioritisation of tasks as assigned.

• Ability to approach problems logically and rationally.

• Ability to empathise with and prioritise customer needs.

• Demonstrates conflict resolution, negotiation, and de-escalation skills.

• Demonstrates ownership to resolve challenging customer issues, escalating when necessary.

• Maintain regular and reliable attendance, including the daily schedule as assigned.

• Flexible with the working schedule; is expected to work on weekends and holidays.

• Knowledge about / interest in coffee and coffee-related products.

• Ability to communicate in languages other than English.

• Familiarity with seller portals for online marketplaces like Amazon.

• Reporting / Analytical Skills.

• Minimum 10 + 2 / Graduate

• 0 - 3 yrs of experience in a similar role (preferably).