Responsibilities
- Handle customer inquiries via email, live chat, social platforms, and WhatsApp
- Oversee end-to-end order management using Shopify, including tracking and status updates
- Respond to shipping-related questions and provide accurate delivery information
- Process returns, refunds, and product exchanges efficiently and courteously
- Resolve customer concerns with empathy, professionalism, and timely action
- Ensure all communications reflect a premium brand tone and consistent quality
- Determine when to escalate issues or offer tailored solutions, such as direct calls
- Offer informed pre-purchase advice based on understanding of golf gear and player needs
- Guide customers on selecting trolleys, bags, and related accessories
- Explain how products work together and their integrated benefits
- Recognize opportunities to suggest relevant upgrades or complementary items naturally
- Convert technical product details into clear, customer-friendly value statements
- Communicate effectively with golfers of all skill levels in a credible manner
- Optimize customer experience workflows using platforms like Richpanel, Gorgias, or Zendesk
- Refine response templates and standardized message macros
- Improve automation rules for efficient ticket handling
- Ensure proper routing and prioritization of customer inquiries
- Use AI-powered tools to manage routine questions effectively
- Maintain fast response times while upholding service quality
- Document procedures and keep internal knowledge resources current
- Collect and relay customer feedback, including frequent questions
- Report on recurring customer challenges and objections
- Share positive feedback and customer testimonials
- Work with marketing and e-commerce teams to enhance product content
- Improve FAQ sections based on real customer insights
Work Arrangement
Remote (Worldwide)
Other
- Fully remote role requiring availability during CET business hours
- Collaborative culture with shared responsibility for customer experience outcomes
