Job Description
Junior CS Agents handle inbound customer emails and tickets related to orders, shipping, and general support. This role is focused on delivering fast, accurate responses while following established processes and standard operating procedures.
As the first point of contact between the customer and the brand, Junior CS Agents play a critical role in delivering a positive customer experience.
Core Responsibilities
- Respond to customer emails and tickets in a clear, professional, and empathetic tone
- Handle pre-order and post-order inquiries
- Provide order status updates and shipping information
- Resolve basic order issues, including missing items, address corrections, delays, returns, and exchanges
- Escalate complex issues, fraud concerns, or policy exceptions to senior agents
- Update tickets accurately and follow internal workflows
- Maintain response time and quality standards