Handle all first-touch customer queries via email, live chat, and WhatsApp — covering orders, deliveries, product questions, and account queries.
Triage and route complex or specialist queries to the appropriate team (returns, admin, social).
Maintain first reply time and SLA targets across all channels.
Accurately log and categorise all tickets in Dixa — every time, without exception.
Handle Amazon CS queries within the 24-hour SLA window.
Flag unusual volume spikes, query trends, or recurring issues to your Team Leader.
Escalate any query beyond your resolution capability to your TL promptly.

Previous experience in a customer-facing role — CS, retail, or hospitality.
A background or genuine interest in the beauty and skincare industry is highly desirable.
Excellent written communication — clear, warm, and professional.
Comfortable working at pace across multiple channels simultaneously.
High attention to detail when logging and categorising tickets.
A positive attitude and genuine care for the customer experience.
Familiarity with helpdesk tools is a bonus but not essential — we'll train you.

Customer Service Advisor

Key skills