Customer Service Representative

Reshop is transforming the returns experience for shoppers and retailers. As a Customer Service Representative, you'll be the voice of Reshop, helping customers navigate returns, refunds, and our products across digital channels while contributing to improving the customer experience.

Responsibilities:

• Deliver exceptional customer support across digital channels, including email, messaging, social media, and occasional phone support
• Resolve customer questions efficiently while providing a positive and empathetic experience
• Investigate and resolve customer complaints in line with Reshop's policies and regulatory obligations
• Develop expertise in Reshop's products, processes, and systems to confidently support customers
• Meet quality, productivity, and customer satisfaction goals
• Escalate complex issues to the Escalations team or Team Leader where required and ensure customers are kept informed
• Thrive in a fast-paced environment where processes continue to evolve
• Contribute to a supportive, collaborative team culture and continuously look for ways to improve the customer experience

Requirements:

• Customer service experience in any customer-facing role (retail, hospitality, restaurants, call centers, reception, or similar environments)
• Strong willingness to learn and grow within the fintech and e-commerce industry
• Champion the customer experience, forming relationships with trust, respect, competence, and confidence
• Comfortable with technology and eager to learn digital communication platforms (Email, messaging, and social media channels)
• Self-driven team player and a logical thinker who can adapt to a fast-paced, challenging, and change-driven environment
• Strong time management skills
• Excellent written and verbal communication skills
• Strong attention to detail and the tenacity to seek solutions to problems
• Willingness to learn financial services regulations and compliance requirements. Training and support will be provided