Job Description

Job Summary:
The Customer Service Associate supports a seasonal campaign focused on graduation apparel and memorabilia. This role involves assisting customers with inquiries, orders, returns, and product information across multiple channels (phone, email, chat). The associate ensures a seamless and positive customer experience during a high-volume period tied to graduation events.
Key Responsibilities:

• Respond to customer inquiries regarding graduation gowns, caps, tassels, class rings, yearbooks, and other memorabilia.
• Assist customers with placing orders, tracking shipments, and processing returns or exchanges.

Resolve issues related to sizing, customization, availability, and payment. * Escalate unresolved issues to supervisors or relevant departments when necessary.

• Maintain a high level of product knowledge to accurately educate customers on offerings.
• Follow established protocols, data protection policies, and quality standards.
• Log customer interactions and update records accurately in CRM systems.
• Meet individual and team KPIs, including AHT (Average Handling Time), CSAT (Customer Satisfaction), and FCR (First Contact Resolution).
• Participate in training, team huddles, and feedback sessions to improve performance.

Required Qualifications:

• High school diploma or equivalent; some college preferred.
• 1+ year of experience in a customer service or call centre environment.
• Strong written and verbal communication skills in English.
• Proficient in using CRM tools, email platforms, and web-based systems.
• Ability to handle seasonal pressure, high volume, and multitasking effectively.

Strong problem-solving skills and attention to detail.
Preferred Attributes:

• Familiarity with graduation merchandise and retail processes.
• Experience in seasonal or campaign-based support roles.
• Team-oriented with a proactive and positive attitude.