Customer Service Representative

Eagle & Flint, a renowned independent clothing company, is seeking a friendly and customer-focused individual to join our team as a Customer Support Representative. In this role, you will be the primary point of contact for our valued customers, providing exceptional support and assistance throughout their shopping experience. Your dedication to delivering outstanding service will contribute to our brand's reputation for exceptional customer care.

• Serve as the main point of contact for customer inquiries, providing timely and professional responses via phone, email, live chat, and social media platforms.
• Assist customers with product information, order placement, tracking, returns, exchanges, and other related inquiries.
• Troubleshoot and resolve customer issues effectively and efficiently, ensuring customer satisfaction.
• Maintain accurate and detailed customer records, order notes, and communication logs in the customer support system.
• Collaborate with internal teams to address customer inquiries and resolve any order or product-related issues.
• Keep up-to-date with product knowledge, including features, fabrics, sizing, and styling, to provide accurate and helpful information to customers.
• Identify opportunities for upselling and cross‑selling to enhance the customer's shopping experience.
• Proactively reach out to customers to address any potential concerns and ensure their satisfaction.
• Monitor and respond to customer reviews and feedback across various platforms, maintaining a positive brand image.
• Contribute to continuous improvement initiatives by providing feedback and suggestions to enhance customer support processes.

• Proven experience in a customer support role, preferably in the fashion or retail industry.
• Excellent verbal and written communication skills with a friendly and empathetic approach.
• Strong problem‑solving abilities, with a focus on finding quick and effective solutions.
• Exceptional attention to detail and accuracy in handling customer inquiries and order information.
• Ability to multitask and handle a high volume of customer interactions while maintaining professionalism.
• Familiarity with customer support software, ticketing systems, or CRM tools is preferred.
• Proficient computer skills and ability to quickly learn and navigate various software applications.
• Ability to work independently and as part of a team in a fast‑paced environment.
• Flexibility to work in shifts, including evenings, weekends, and holidays as required.
• High school diploma or equivalent. A degree or certification in a relevant field is a plus.