English - Customer Care Specialist (Tier 2)
Core
Resolve escalated customer inquiries and handle deep-tier investigations for fashion e-commerce clients via voice, chat, email, and WhatsApp.
Role type
Senior Customer Care Specialist (Tier 2)
Builds
Resolved customer issues and protected brand reputation for fashion e-commerce partners
Domain
Fashion e-commerce / Customer Support
Deliverable
client delivery
Required skills
Advanced problem-solving, critical thinking, root-cause analysis, policy judgment, independent investigation, cross-functional navigation, system troubleshooting
Preferred skills
Fashion industry knowledge, coaching Level 1 agents, managing marketplace cases
Technologies
CRM/OMS systems, backend logistics tracking, PC-based internet applications
Responsibilities
Track and follow complex escalated cases to ensure efficient closure; Handle deep-tier investigations independently for missing orders, payment anomalies, and logistics discrepancies; Make judgment-based decisions within policy guidelines; Support and guide Level 1 teammates on complex topics; Manage marketplace cases and post-launch review platforms; Navigate deep documentation and internal cross-functional resources.
Seniority
Mid-Senior, hands-on IC