Customer Care Executive

As the DUCIE Client Care Assistant, you will be the first point of contact for our DTC customers and responsible for all enquiries via phone, email, and live chat. With each customer contact, you will aim to deliver customized solutions with satisfactory results for both the client and DUCIE.

Responsibilities:

1. Process orders, exchanges, and returns in Shopify and the returns platform Aftership.
2. Respond to all customer inquiries within 48 hours, identifying any escalated unresolved issues and prioritizing as appropriate.
3. Communicate customer orders to factories and stay on top of potential factory delays, understanding delay information that may need to be communicated to customers.
4. Understand key issues coming through Customer Care and communicate them to other teams within DUCIE to explore solutions.
5. Deal with challenging customers in a professional manner, aiming to turn negative situations into positive outcomes that are satisfactory for both customer and DUCIE.
6. Represent DUCIE in a professional manner at all times.
7. Assist with other ad hoc duties within DUCIE if time allows.