Responsible for processing orders, including tracking, investigations, customer returns, cancellations, and fraud detection. Ensure timely and accurate processing of all orders to maintain customer satisfaction.
Serve as a background operation system to address system issues or errors related to order processing promptly. Provide up-to-date information to the customer service team to handle inquiries efficiently.
Customer Notifications:
Ensure timely notification to customers via various channels (Freshdesk, SMS, outbound calls) regarding account and order-related issues.
Inbound/Outbound Calls:
Handle customer inquiries regarding order status, verification, returns, and occasional payment/frequency requests via inbound and outbound calls.
Utilize the Calypso system to track manually created orders and review delivery statuses. Address customer concerns or requests for tracking and delivery confirmation via the Freshdesk ticketing system.
Handle customer disputes regarding the delivery of merchandise. Initiate claims with carriers and vendors, investigate issues, and provide customers with updates on the outcomes of their investigations.
Coordinate returns process in accordance with lease agreements. Work with vendors to obtain RMAs and return instructions, ensuring compliance with vendor return policies.
Assist customers with cancellation requests via the Freshdesk ticketing system. Coordinate with vendors to confirm cancellations and update internal systems accordingly.
Collaborate with the Risk department to report and investigate fraud claims. Reach out to customers for additional information and documentation to support fraud claims. Report all incidents to the Risk department for further investigation.
Collaborate with instore vendors to create lease agreements for customers requesting service. Send approval emails outlining available payment options to ensure customers understand their leasing options.
Schedule availability : 8:00 AM to 6:00 PM - Flexible to work weekends
Qualifications:
High School Diploma
Min two years of previous customer service experience
Computer proficiency with Excel
Excellent written/verbal communication
Excellent communication skills, both verbal and written.
Strong attention to detail and accuracy.
Ability to multitask and prioritize tasks effectively.
Proficiency in using order management systems and ticketing platforms.