Retail Customer Care Associate
Core
Liaison for a large e-Commerce furniture marketplace, handling inbound contacts via phone, chat, and email to resolve client issues regarding returns, replacements, delivery, and order status.
Role type
Customer Care Associate (Service Representative)
Builds
Customer satisfaction and trust for Wayfair clients in North America
Domain
E-Commerce / Furniture Retail
Deliverable
client delivery
Required skills
conflict management, systematic problem solving, active listening, multitasking, CRM navigation, technical troubleshooting, typing (35+ wpm), Microsoft Office proficiency
Preferred skills
customer service experience, high-volume contact handling, empathy, patience
Responsibilities
Handle customer complaints and provide solutions within time limits; identify and assess client needs; build sustainable relationships with customer accounts; de-escalate customer concerns; escalate systemic issues for process improvement; maintain accurate records of interactions.
Seniority
Entry-level to Individual Contributor
