Customer Service Representative

Customer Service Representative

As a Customer Service Representative, you will serve as a critical part of our client's team, focusing on fraud monitoring, access control, and customer support. You will conduct manual fraud reviews based on insights from our fraud analysis partner, help maintain a secure and welcoming front desk environment, and provide support to our customers and Tier I support agents. This role is essential to ensuring a secure, smooth, and high-quality experience for both our customers and internal teams.

FRAUD MONITORING & ORDER REVIEW

Review fraud alerts from our partner and assess whether flagged orders are consistent with legitimate customer behavior.

Determine whether orders should be approved, held for more investigation, or cancelled based on the totality of the evidence.

Escalate suspicious cases and document rationale and findings.

Assist in refining fraud rules and collaborating with other departments (e.g., finance, fulfillment) to ensure secure order processing.

FRONT DESK SUPPORT

Monitor all visitor traffic through the facility's main entrance; verify identification, sign in guests, and escort them as required.

Receive, sort, and distribute incoming mail and packages.

Assist in managing and relocating packages received at the front desk.

ADDITIONAL CUSTOMER SERVICE RESPONSIBILITIES

Collaboratively handle customer inquiries: read, respond to, and resolve service tickets submitted via email and contact forms.

Communicate with customers via phone, email, and chat to resolve issues efficiently and professionally.

Support Tier I offshore agents by resolving escalated issues or handling tasks they are not authorized to complete.

Handle advanced order management inquiries and coordinate with delivery carriers (UPS, FedEx, etc.) when needed.

Process customer refunds in accordance with internal policies and ensure proper documentation for each transaction.

Maintain strong product knowledge to assist with order placement, troubleshooting, and general questions.

Follow up on open issues to ensure customer satisfaction and timely resolution.

Requirements

QUALIFICATIONS:

Strong written and verbal communication skills.

Detail-oriented with excellent analytical and problem-solving abilities.

Ability to multitask and remain composed in a fast-paced, high-volume environment.

Experience working with fraud monitoring tools and platforms a plus.

Proficient with MS Office Suite (Word, Excel, Outlook); experience with ticketing platforms preferred.

Comfortable working with financial transactions, including basic refund and reconciliation processes.

Availability to work extended hours during peak holiday seasons.

OTHER DUTIES:

Collaborate with internal teams to ensure smooth operations and customer satisfaction.

Participate in continuous process improvement initiatives.

Perform other duties and special projects as assigned by management.