Customer Service Representative

About Us

Kissprom is a fashion e-commerce company specializing in dresses, formalwear, and special occasion apparel. We are looking for a friendly, detail-oriented, and patient Customer Service Representative to join our team and handle customer phone inquiries.

Job Overview

This position focuses on delivering exceptional customer service over the phone. The ideal candidate will handle inbound and outbound calls, assisting customers with order inquiries, product sizing, shipment tracking, and basic return or exchange guidance. You should be articulate, patient, professional, and comfortable managing phone calls while upholding company policies and ensuring customer satisfaction.

Key Responsibilities

• Answer inbound customer calls in a timely, friendly, and professional manner.
• Assist callers with order statuses, shipping updates, order changes, and cancellations.
• Provide helpful guidance on dress styles, sizing, fit recommendations, and product availability.
• Help customers navigate the website, place orders online, and understand return/exchange procedures.
• Handle customer complaints and challenging phone interactions with patience, empathy, and professionalism.
• Accurately document call notes, customer requests, and issue details in the CRM and Shopify system.
• Follow up with customers via call or email when necessary to ensure complete issue resolution.
• Coordinate with warehouse, shipping, and management teams to resolve urgent order or delivery issues.
• Perform other customer support tasks as assigned by the supervisor.

Qualifications

• Previous experience in phone support, call center, e-commerce, or retail customer service preferred.
• Excellent verbal communication skills with a clear, engaging, and professional phone presence.
• Strong active listening and problem-solving abilities.
• Ability to remain calm, polite, and reassuring when handling difficult or frustrated callers.
• Basic computer skills, including experience with email, Shopify, CRM, or order management systems.
• Familiarity with apparel, fashion, bridal, or formalwear is a strong plus.
• Bilingual English/Chinese or English/Spanish is a plus, but not required.