Customer Care Representative

Who are we?

E-Living Furniture is a rapidly growing e-commerce company composed of a team that is hungry and determined to become the best affordable furniture company in the WORLD! Our mission is to reshape the furniture industry by offering stylish, top-quality furniture without the need for a second mortgage. With a remarkable 400% YOY growth in the last 3 years and recognition as the “FASTEST growing e-commerce business” in Australia’s home & garden market. As we expand into international markets, it’s an exciting time for you to be part of the brand.

About the Role:

As a Customer Care Representative, you’ll be the face and voice of E-Living Furniture to our valued customers. You’ll play a pivotal role in delivering exceptional service and nurturing strong customer relationships. Your main objective will be to provide effective solutions to customer queries and concerns, ensuring their satisfaction and loyalty. You’ll work as part of a dynamic team to maintain our reputation for top-tier customer support.

Key Responsibilities:

• Managing and addressing a variety of customer interactions, including phone calls, emails, and chats.
• Engaging proactively with customers across multiple communication channels to understand their needs.
• Respond promptly and courteously to pre- and post-sale inquiries, aiming to exceed customer expectations.
• Offering accurate and comprehensive information about our products, services, and policies, using available resources.
• Resolving customer complaints and issues promptly, providing empathetic and suitable solutions.
• Maintaining a positive, empathetic, and professional attitude, ensuring every customer interaction reflects our commitment to excellence.
• Handling processes such as item replacements, order cancellations, and requests for changes, all while maintaining a customer-first approach.
• Taking ownership of customer issues and managing them through to resolution, collaborating with internal teams as necessary.
• Employing cross-selling and upselling techniques to recommend relevant products, enhancing the customer experience.
• Keeping customers informed about ongoing promotions, new product launches, and updates through various communication channels.
• Assisting customers in navigating our online platform, guiding them through the ordering process, and troubleshooting any issues.
• Continuously identifying opportunities for process improvement and contributing ideas to enhance our customer care strategies.

What We Are Looking For?

We’re seeking candidates who align with the following criteria, preferably from Davao. Please note that we discourage freelancers with multiple job commitments from applying to this role:

• Bachelor’s Degree or equivalent
• Strong customer service orientation with a minimum of 1-year of customer support experience in a BPO setting
• Excellent Communication Skills
• Strong analytical and problem-solving skills
• Ability to prioritize, multitask, and manage work efficiently
• Access to a personal computer or laptop with a noise-cancelling headset
• Stable internet connection, with an alternative backup option

If this fits your profile, kindly share your most recent resume, highlighting your customer service experience.