- Address incoming customer inquiries via phone, email, and chat, providing knowledgeable responses on Mr. Tailor’s product lines, sizes, and customization options.
- Monitor and engage with customer comments, messages, and reviews across platforms (Instagram, Facebook, Twitter, etc.), ensuring prompt, helpful, and on-brand responses.
- Provide support to customers by answering questions on products, availability, sizing, and policies, while working with the customer service team for escalated issues.
- Proactively resolve any complaints or issues related to orders, returns, or exchanges in a courteous and efficient manner, escalating cases to supervisors as necessary.
- Accurately log all customer interactions, ensuring follow-up steps and resolutions are recorded in the company’s CRM system.
- Stay updated on Mr. Tailor’s latest promotions, policies, and systems to provide current and accurate information to customers.
- Making follow-up phone calls to make sure the issue has been resolved.
- Follows-up on customer requests for unit cancellation and recommendations for other unit sales
- Responds to complaints complaints/requirements and provide guidance when needed.
- Support quick and sensitive responses to any PR issues or customer complaints, following Mr. Tailor’s crisis communication guidelines.
Previous experience in a call center, customer service, social media moderation , customer support or retail role, preferably within the fashion industry.Strong verbal and written communication skills, active listening, problem-solving abilities, and a customer-first mindset.Ability to work in shifts, including evenings and weekends, as required by business needs.Exceptional writing and editing skills with an understanding of brand tone and voice.Strong ability to resolve conflicts and respond professionally to negative feedback.