Customer Service Representative

About the Role

We’re looking for a Customer Service Representative & E-commerce Associate who is passionate about delighting customers and optimizing online shopping journeys. You’ll play a key role in making Chase Haul a brand customers love to return to. This role combines customer support, e-commerce catalog management, and brand engagement across platforms.

Key Responsibilities

Customer Experience

Be the friendly, efficient, and reliable face of Chase Haul across all customer touchpoints :

• Respond to Freshdesk emails proactively, starting your day with overnight emails and revisiting at regular intervals (1 PM, 4 PM, 7 PM).
• Ensure no customer query goes unanswered —resolve or close irrelevant / resolved tickets.
• Monitor and reply to WhatsApp (via Pragma) chats needing agent help; follow up on auto-closed weekend chats using approved templates.
• Respond to Messenger & Instagram DMs daily via Meta Business Suite, using redirect templates to guide customers to email.
• Engage with Instagram and Facebook comments —thank compliments, provide direct product links, and address issues politely and publicly when appropriate.
• Download and organize customer-generated content (photos in Chase Haul outfits) to our Google Drive folder, naming them by IG handle, email, or WA number.
• Handle customer-specific queries related to Snapmint, logistics partners (Xpressbees, Bluedart, etc.) , and escalate when needed.
• Oversee returns, yet-to-be-shipped orders, self-shipped orders , and high-value issues (e.g., returns >

3000).

E-commerce Catalogue Management

Ensure our online store reflects the polish and professionalism of a top-tier fashion brand :

Who You Are

What You’ll Gain