Call Center Agent - Chat Account

Provide professional customer support primarily via phone calls, as well as email, live chat, and other online communication channels.

Handle customer inquiries related to orders, products, shipping, returns, exchanges, warranties, and after-sales services.

Resolve customer complaints and issues efficiently while delivering a positive customer experience.

Accurately document customer interactions and update case information in the Zendesk system.

Collaborate closely with internal teams (Logistics, Operations, Product, Technical Support, etc.) to resolve customer issues.

Follow company SOPs, quality standards, and service KPIs.

Escalate complex cases when necessary and ensure timely follow-up until resolution.

Continuously learn product knowledge and improve customer service skills.

Contribute ideas to improve customer satisfaction and operational efficiency.

Bachelor's degree or above.

English: Approximately CEFR B2 level , with the ability to communicate fluently with internal teams and company stakeholders in both written and spoken English.

Minimum 1 year of Customer Service or Customer Support experience .

Experience in cross-border e-commerce, DTC brands, Amazon marketplace, or online retail is preferred.

Experience in the mother & baby industry is considered a strong advantage.

Previous experience in phone-based customer service or call center environments is preferred.