Customer Service Representative

 

Description:

As a Customer Service Representative (CSR) female at Retro vGames, you will be the first point of contact for our

customers, ensuring a seamless experience across multiple communication channels, including phone, email,

live chat, and social media. Your role is essential in maintaining customer satisfaction by addressing inquiries,

resolving concerns, and providing accurate product and order-related information.

This position requires excellent communication, problem-solving skills, and the ability to multitask efficiently. If

you are passionate about delivering outstanding customer service and have a keen interest in retro gaming, this

is an exciting opportunity to be part of a fast-growing and customer-focused team.

 

Primary Responsibilities

❖ Customer Support

➢ Respond promptly to customer inquiries via phone, email, live chat, and social media.

➢ Assist customers with order placement, tracking, cancellations, and refunds (upon approval from Team

Lead).

➢ Provide clear and accurate information regarding products, promotions, and company policies.

➢ Guide customers on returns, exchanges, and warranty claims as per company guidelines.

❖ Issue Resolution

➢ Address and resolve customer complaints related to missing, damaged, or incorrect products.

➢ Process replacements, and escalate refunds-related queries to Team Lead based on eligibility and

company policies.

➢ Escalate complex issues to the appropriate department or supervisor when necessary.

❖ Order Management

➢ Assist in fraud prevention by reviewing flagged transactions.

➢ Update and maintain accurate tracking information for customer orders.

❖ Documentation & Reporting

➢ Accurately log all customer interactions and update records in the CRM system.

➢ Track customer complaints and resolutions to identify recurring issues.

➢ Generate daily reports highlighting common inquiries and process improvement suggestions.

❖ Negotiation & Conflict Resolution

➢ Handle refund and cancellation scenarios professionally while aligning with company policies.

➢ Negotiate with customers to offer alternatives such as replacements, promo codes, discounts, or

partial refunds (refunds upon approval from Team Lead) when applicable.

➢ Ensure all negotiations are aligned with the customer satisfaction policies while maintaining company

profitability.

 

Qualifications

Education: High school diploma

Experience: 1+ year of experience in customer service, retail, or e-commerce roles.

Technical Skills:

Proficiency in customer service software (e.g., Thrio, Collect, Hurriers, Zendesk, Salesforce) or CRM tools.

• Strong command on Microsoft Office, particularly Excel and PowerPoint.