[Hiring] Customer Care & Order Support Specialist @Mantra Digital

Role Description

We are seeking a highly articulate, customer-focused, and proactive Customer Care & Order Support Specialist to manage end-to-end customer service for All Silver Gifts and Krysaliis, two premium silver gifting brands serving US customers. The role involves independently managing customer calls, emails, support tickets, order inquiries, personalized orders, complaints, refunds, returns, and delivery issues. The ideal candidate must demonstrate exceptional English communication, strong problem-solving abilities, attention to detail, empathy, and complete ownership of customer concerns. Excellent spoken and written English communication (10/10) is mandatory.

Key Responsibilities

• Customer Support & Communication
  • Handle inbound/outbound calls, emails, voicemails, website inquiries, and assigned social media messages.
  • Respond to product, pricing, availability, engraving, packaging, and shipping inquiries.
  • Maintain professional, personalized communication with US customers.
  • Ensure timely callbacks and proactive follow-ups.
• Ticket & Complaint Management
  • Create, track, prioritize, and resolve customer support tickets.
  • Maintain accurate records of customer issues, order details, and resolutions.
  • Investigate complaints and provide appropriate solutions.
  • Escalate complex disputes, high-value refunds, and exceptions for management approval.
  • Ensure unresolved complaints receive timely updates.
• Order & Delivery Management
  • Monitor orders, payments, production, fulfillment, and shipment tracking using Shopify and other systems.
  • Coordinate with warehouses, suppliers, production teams, and shipping partners.
  • Resolve delayed, missing, damaged, or incorrect deliveries.
  • Manage address changes, cancellations, and order modifications according to company policies.
  • Prioritize urgent and occasion-specific orders.
• Personalized Orders & Engraving
  • Assist customers with engraving, monograms, customization, and personalized gifting requirements.
  • Verify customer instructions and coordinate with production teams.
  • Resolve personalization disputes and arrange approved corrections or replacements.
• Returns, Refunds & Service Recovery
  • Manage returns, refunds, replacements, and damaged-product complaints.
  • Apply company policies consistently and obtain necessary approvals.
  • Coordinate return shipments, inspections, refunds, and replacements.
  • Maintain accurate records of refunds, concessions, and resolutions.
• Customer Reviews & Brand Reputation
  • Monitor customer reviews and identify unresolved complaints.
  • Prepare professional responses to negative feedback.
  • Escalate reputation-sensitive issues and recommend service improvements.
• Reporting & Process Improvement
  • Provide weekly updates on ticket volumes, response times, unresolved complaints, refunds, and customer satisfaction.
  • Identify recurring customer issues and recommend improvements.
  • Coordinate directly with the business owner on escalations and operational matters.

Qualifications

• 0–2 years of experience in customer service, international voice support, e-commerce, or related roles.
• IELTS certification mandatory, preferably overall Band 7.0+, with Speaking 7.5+.
• Exceptional English communication (10/10) with clear pronunciation, fluency, grammar, and listening skills.
• Confidence handling US customers over phone and email.
• Strong customer service orientation, empathy, and conflict-resolution skills.
• Excellent organizational abilities, attention to detail, and independent problem-solving.
• Ability to manage multiple inquiries and follow through without constant supervision.
• Basic proficiency with spreadsheets, email, and customer support systems.
• Willingness to work US Eastern Time shifts, including scheduled weekends.
• Reliable internet connectivity and a professional remote working environment.

Preferred Qualifications

• Experience in US international voice or blended customer support.
• Knowledge of Shopify, Zendesk, Gorgias, Freshdesk, or Zoho Desk.
• Experience with order management, shipping, returns, refunds, and complaints.
• Exposure to US e-commerce, D2C retail, luxury gifting, or personalized products.
• Experience coordinating with warehouses, suppliers, and logistics partners.

Work Schedule

• Monday–Friday: 8:00 AM–8:00 PM ET
• Saturday–Sunday: 10:00 AM–5:00 PM ET
• The employee will work assigned shifts within these coverage windows, including scheduled weekend work and designated weekly time off.
• Flexibility during holidays, gifting seasons, and urgent customer requirements is expected.

Performance Expectations

• Respond to customer inquiries within 4 business hours during assigned coverage.
• Provide investigation updates or next steps within 1 business day.
• Follow up on unresolved complaints daily unless otherwise agreed.
• Complete promised callbacks and maintain accurate ticket documentation.
• Escalate urgent customer issues promptly.
• Maintain excellent communication, customer satisfaction, and resolution quality.
• Performance will be measured by customer experience, issue resolution, accuracy, accountability, and adherence to company processes.

Decision-Making Authority

• The employee may independently manage routine customer inquiries, order updates, standard policy-compliant returns, and approved resolutions.
• Management approval is required for high-value refunds, disputed engraving issues, exceptional replacements, chargebacks, and sensitive complaints.

Training & Onboarding

• The selected candidate will receive training on product specifications, engraving processes, customer policies, Shopify, ticketing systems, and warehouse coordination.
• Initial complaint resolutions and sensitive customer communications will require management review until independent handling is approved.

Interview Process

• Round 1: HR Screening & English Communication Assessment
• Round 2: Final Interview with Anisha / Business Owner

Company Description

• All Silver Gifts is a Washington-state-based retailer offering premium sterling silver gifts and personalized keepsakes for weddings, anniversaries, births, graduations, and special occasions.
• Krysaliis, established in 2010, specializes in sterling silver and silver-plated gifts, personalized keepsakes, baby gifts, wedding products, and corporate gifting.
• Both brands focus on craftsmanship, personalized gifting, and delivering exceptional customer experiences.